Enterprise Customer Success Manager

SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for an experienced Enterprise Customer Success Manager to serve as the strategic account leader, driving transformative initiatives and building enduring relationships with our top-tier customers. Your role will encompass preemptive churn mitigation, revenue growth initiatives, and fostering strategic partnerships to redefine customer success. Drawing from deep industry knowledge and innovative strategies, you will orchestrate internal and external endeavors to shape the future of product adoption and customer expansion.

SOCi expects to pay a base salary in the range of $100,000 - $145,000 CAD base plus bonuses/commission. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.  

Who We Are

SOCi is one of the fastest growing technology companies in the United States, ranking on the Inc. 5000 Fastest Growing Companies in America list for the last seven consecutive years.  The leader in AI-powered marketing solutions for multi-location businesses, SOCi is trusted by nearly 1,000 top brands including Ford, Ace Hardware, Kumon, Liberty Tax, and more. At SOCi, our vision is to empower people to do what they love by providing intelligent software that can do the rest. SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling the workload of 1,000 local marketers, empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before. View more on our Awards & Accolades here! 

How You’ll Make an Impact

• Lead strategic initiatives to preemptively identify and avoid churn risks across a diverse and complex customer portfolio.
• Drive transformative revenue growth initiatives for our top-tier customer base, shaping the future of product adoption and pioneering new avenues for customer expansion and loyalty.
• Orchestrate and lead transformative internal and external endeavors, building relationships across all functional areas including sales, onboarding, support, product management, finance, and operations.
• Establish and cultivate strategic partnerships with our clientele, embodying the pinnacle of trusted advisory roles and setting the gold standard for relationship depth and quality.
• Conduct deep dives into lifecycle metrics, optimizing strategies for onboarding, enablement, adoption, and retention, and ensuring seamless execution through collaborative resource marshaling.
• Serve as a mentor to junior team members, leveraging enterprise-level customer success experience to shape customer outcomes and drive team excellence.
• Demonstrate mastery in organizational acumen, orchestrating tasks and steering high-stakes priorities with precision and foresight, while remaining committed to personal, team, and company achievement.
• Prioritize the customer at the forefront, exhibiting technical mastery and sales leadership enriched by experience in local marketing, social marketing, or reputation management.
• Utilize strong analytical, problem-solving, and communication skills to develop quick, accurate situational awareness and craft memorable presentations that resonate with diverse audiences.
• Interact with and influence C-level executives, exemplifying an adeptness in conceptualizing and executing solutions for intricate customer dilemmas.

What You’ll Need to be Successful

• Hybrid Opportunity: This role is fully remote until our Vancouver, BC office is established. Once the office is in place, it will transition to a hybrid model, with a 50/50 split between remote and in-office work.
• Must Have:  
• 8+ years of deep enterprise-level customer success experience, with a track record of shaping customer outcomes and mentoring junior team members.
• Extensive experience leading and significantly impacting sales and advanced customer success outcomes (ie. driving adoption, renewals, upsells)
• Driven by personal, team, and company achievement, with a commitment to excellence.
• Strong analytical, problem-solving, and communication skills, with an understanding of situational best practices.
• Comfort interacting with and influencing C-level executives.
• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
• Desired Skills (but not required):  
• Experience in SaaS, Local Search, Social Media Management, and enterprise software is preferred.
• Fluency in French, Spanish, or German is a plus
• Education: Bachelor's degree or equivalent education and relevant experience.

This position will remain open with applications due by June 15, 2025. This position is being hired on an urgent basis. The application window may close before June 15, 2025 if SOCi receives a sufficient number of applications to select a candidate prior to that date.