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About the Role

SOCi, a leader in AI-powered marketing solutions for multi-location businesses, seeks an experienced Strategic Customer Success Manager. This role focuses on nurturing client relationships, delivering continuous value through the platform, and ensuring long-term client success. The manager will work with large, strategic clients to understand business goals, drive solution adoption, and achieve measurable outcomes, requiring a passion for client service and skill in managing complex client portfolios.

Responsibilities

Develop and maintain strong relationships with key stakeholders within client organizations.
Act as the lead point of contact for all strategic client matters.
Anticipate clients' needs and ensure deadlines for client deliverables are met.
Plan and conduct regular check-in meetings to ensure client satisfaction and retention.
Work collaboratively with sales, marketing, and product teams to streamline service delivery.
Ensure clients maximize the value of SOCi products.
Develop a deep understanding of products and services to facilitate client training sessions on new tools and features.
Monitor and analyze clients’ usage of products and generate insights to enhance user experience.
Identify opportunities for growth within existing accounts and collaborate with sales teams for attainment.
Handle and resolve customer requests and issues promptly and effectively.
Prepare and deliver quarterly and annual reviews to clients, showcasing progress and aligning with business goals.
Advocate customer needs and issues cross-departmentally.
Program-manage customer concerns.

Requirements

5+ years of proven experience in customer success or account management, preferably in a SaaS or technology-based company serving enterprise clients.
Strong empathy for customers and passion for revenue and growth.
Demonstrable ability to drive continuous value of products.
Excellent communication and interpersonal skills, with the ability to manage and influence stakeholders at all levels.
Experience working with complex, multi-divisional, multi-geographical customers.
Exceptional organizational and multitasking skills, including the ability to prioritize and schedule work effectively.
Proficiency in Customer Success Software tools and platforms, such as Gainsight, Salesforce.
Strong analytical and problem-solving skills with a solution-oriented mindset.
Willingness to adapt to changes in the job description and accept all other duties as assigned.

Skills

Customer success
Account management
Client relationship management
Client service
Complex client portfolio management
Communication
Interpersonal skills
Stakeholder management
Organizational skills
Multitasking
Prioritization
Scheduling
Customer Success Software
Gainsight
Salesforce
Analytical skills
Problem-solving
Solution-oriented mindset
Product training
Data analysis

Location

Vancouver, BC
Toronto, ON
Remote
Hybrid

Work Type

Full-time
Permanent
Hybrid
Remote

Experience Level

5+ years of experience
Experienced

Education Level

Bachelor's degree in Business Administration
Bachelor's degree in Marketing
Bachelor's degree in Communications
Bachelor's degree in a related field

Salary/Compensations

$90,000 - $120,000 CAD base plus a variable

Benefits

Comprehensive Benefits Package
Health insurance plans
Dental insurance
Vision insurance
Wellness incentives
401(k) plan with employer match
Flexible Work Environment
Flexible paid time off
Quarterly wellness days
Paid holidays
Unique employee engagement programs
Empowering Career Growth and Success

About the Company

SOCi is a leader in AI-powered marketing solutions for multi-location businesses.
Utilizes proprietary Genius AI™ and Genius Agents™ to provide an AI-powered digital workforce.
Empowers brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster.
Recognized by Fast Company as one of the World's Most Innovative Companies.
Trusted by nearly 1,000 top brands, including Ford, Ace Hardware, Kumon, and Liberty Tax.
Automates and optimizes local marketing tasks across all locations.
Founded in 2012 and backed by leading strategic investors.
Transforms how multi-location brands manage and scale their marketing efforts.
Led by a team of industry experts in agentic marketing.
Team of SOCialites works remotely around the globe.
Fosters a collaborative, dynamic culture for cross-functional work and optimized productivity.
Operates in a fast-paced, agile environment where thought leadership and input are encouraged.