SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for a Senior Manager, Customer Success to lead and mentor a team of high-performing Customer Success Managers. This role ensures the team delivers exceptional customer experiences by executing on initiatives that help customers maximize the value and outcomes of their SOCi investment. The Senior Manager works closely with cross-functional teams to align customer success strategies with business objectives, leveraging data-driven insights to proactively address customer needs, reduce churn, and foster long-term partnerships. This position plays a critical role in scaling best practices, optimizing customer journey touch points, and advocating for customer interests across the organization.

Who We Are

SOCi is one of the fastest growing technology companies in the United States, ranking in the top tier of Inc 5000’s Fastest Growing Companies in America list for the last several years consistently.  The builder of an award-winning enterprise SaaS marketing platform, and one of Forbes’ Best Startup Employers, SOCi boasts hundreds of the world’s largest brands as its customers. At SOCi, nothing is more important to us than the clients we service every day. The SOCi platform specifically solves complicated marketing and workflow problems for national and global multi-location brands that want to scale and optimize their presence. View more on our Awards & Accolades here! 

How You’ll Make an Impact

• Lead, mentor, and manage a team of Customer Success Managers (CSMs), ensuring alignment with departmental goals and business objectives; as well as provide guidance to scale operations and refine both internal workflows and customer-facing processes to drive efficiency and enhance value.
• Oversee a high-value Enterprise book of business, guiding the team to establish, track, and meet key performance indicators (KPIs) to ensure business retention, growth, and customer satisfaction.
• Direct the team in crafting and executing Success Plans and strategic initiatives to expand market share, penetrate key accounts, and unlock additional opportunities within assigned verticals.
• Ensure CSMs cultivate deep, multi-threaded relationships within their customer base, positioning themselves as trusted advisors to foster long-term partnerships and increase customer advocacy.
• Collaborate cross-functionally with leaders from sales, implementation, support, and product management to align strategies and drive customer success, ensuring a seamless and integrated customer journey.
• Manage the escalation of customer issues cross-functionally, ensuring appropriate levels of urgency and internal / external communication

What You’ll Need to be Successful

• A minimum of 3+ years in a supervisory role, with 5+ years of relevant experience as an individual contributor
• Extensive experience working with large, enterprise-level clients
• Strong analytical and problem-solving abilities, with a sharp sense of situational awareness
• Proven ability to collaborate with internal leaders, gather insights, and drive issue resolution through cooperative efforts
• Exceptional consultative skills, adept at building and maintaining strong relationships with enterprise customers
• A proactive and motivated coach, dedicated to mentoring and guiding Customer Success professionals