Strategic Customer Success Manager - Remote

Overview

SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for an experienced Strategic Customer Success Manager to foster long-term profitable customer relationships including with our reseller and agency partners by making strategic, operational, and measurable contributions to customers’ unique business objectives. You’ll be the strategic account owner, quarterback, and driver of account adoption, retention, and expansion (alongside your AE co-pilot) primarily within our growing reseller and agency partner customer base.

With a portfolio of strategic accounts, you will excel at managing executive-level relationships, delivering substantial value to our customers' businesses as they serve their customers, and strengthening their long-term partnerships with SOCi.

In Short

• Deliver value and business outcomes through SOCi solutions, delivering measurable ROI and strategic insights to executive-level stakeholders, champions and functional leaders.
• Serve as the strategic account owner, providing mature, thoughtful, and strategic leadership to both customers and internal stakeholders to ensure the ongoing success of your book of business.
• Contribute to enabling our growing partner network with customers success planning and value delivery best practices.
• Quickly develop and apply expertise in SOCi products and the local marketing and digital presence management place. Serve as a trusted advisor and knowledge bridge between the SOCi team, your clients and their teams that serve their customers to teach new product functionality and solicit inbound product feedback.
• Identify and mitigate churn risk across your portfolio to ensure company gross retention rates are achieved.
• Maintain and grow monthly recurring revenue for customers by employing proven strategies that drive product adoption and expansion.
• Quarterback internal and external initiatives through cross-functional partnerships with sales, onboarding, support, product management, finance, operations, and other teams to drive overall customer success and growth.
• Develop strong, multithreaded partnerships within your customer book.
• Analyze lifecycle metrics and lead the execution of onboarding, enablement, adoption, and retention strategies through both internal and external resources.
• Ensure customer reference-ability and overall satisfaction.

Requirements

• 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:
• 5+ years of customer success experience with strategic or enterprise accounts, preferably in the channel partner or reseller customer management space.
• Possess a blend of technical and sales acumen wrapped in a strong customer-centric mentality.
• Proven track record of impacting / exceeding sales and customer success outcomes.
• Highly organized with the ability to effectively manage multiple tasks and competing priorities.
• Driven by personal, team, and company achievement with a commitment to excellence.
• Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness.
• Strong communication skills – written and verbal – and executive presence in small to large groups.
• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned.
• Nice to Have:
• Experience in Local Search, Social Media Management, digital marketing agency and/or MarTec enterprise software is preferred.

Benefits

• Comprehensive Benefits Package (full-time, non-contract roles only)
• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible Work Environment (full-time, non-contract roles only)
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Unique employee engagement programs
• Empowering Career Growth and Success