67 applicants
SOCi, Inc. · 2 days ago
Strategic Customer Success Manager
United States
Full-time
Hybrid
Senior Level
5+ years exp
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Responsibilities
Serve as the account owner and provide mature, thoughtful, and reasonable leadership to both the customer as well as internal stakeholders to ensure the ongoing success of your book of business
Identify and mitigate churn risk across customer portfolio to ensure company gross retention rates are achieved
Maintain and grow monthly recurring revenue for our most valued customers by employing proven strategies which 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 which directly impact overall customer success and drive customer growth
Develop strong customer relationships and serve in the role of trusted advisor to SOCi customers
Analyze lifecycle metrics and provide leadership and/or execution of onboarding, enablement, adoption, and retention plays thru both internal and external resources
Effectively employ multi-channel communication strategies that leverage our most effective customer touchpoints including video, e-mail, phone, partners, and internal & external champions
Ensure customer reference-ability and overall satisfaction level
Successfully manage 10-25 strategic accounts
Qualification
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Required
5+ yrs. direct and verifiable enterprise-level customer success experience
Proven track record of success with a verifiable history of exceeding sales and customer success goals
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
Possess that rare blend of technical and sales acumen wrapped in a strong customer-centric mentality
Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness
Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
Experience and comfort interacting with and influencing C-level executives
Strong communication skills – written and verbal – with understanding of situational best practices
Excellent presentation skills – from small to large audiences
Ability to lead, manage or influence both internal SOCi resources as well as customer resources to achieve successful outcomes
Experience in SaaS, Social Media Management, and enterprise software
Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
Preferred
Bi-Lingual (French, Spanish, German) a plus
Education: BS or equivalent education and relevant experience – MA/MS/MBA Preferred
Benefits
Health insurance plans
Dental and vision insurance
Wellness incentives
401(k) plan with employer match
Flexible paid time off
Quarterly wellness days
Paid holidays
Unique employee engagement programs
Company
SOCi, Inc.
SOCi is the leading CoMarketing Cloud Platform for multi-location enterprises.
501-1,000 employees
Funding
Current Stage
Late StageTotal Funding
$237.75MKey Investors
JMI EquityPeter Fisher
2023-03-07Series Unknown· $120M
2023-03-07Debt Financing· Undisclosed
2021-01-21Series D· $80M
Leadership Team
Afif Khoury
Founder/CEO
Alo Sarv
Co-Founder/CTO
Recent News
2024-05-26
Company data provided by crunchbase
