Strategic Customer Success Manager

The role

The Strategic Customer Success Manager will nurture client relationships and deliver value through the SOCi platform. This role involves working with large, strategic clients to drive product adoption and achieve business goals.

What you will do

• Develop and maintain strong relationships with key stakeholders within client organizations.
• Act as the lead point of contact for all strategic client matters.
• Plan and conduct regular check-in meetings to ensure client satisfaction and retention.
• Work collaboratively with sales, marketing, and product teams.
• Facilitate training sessions for clients on new tools and features.
• Monitor and analyze clients' usage of the product and generate insights.
• Identify opportunities for growth within existing accounts.
• Handle and resolve customer requests and issues.
• Prepare and deliver quarterly and annual reviews to clients.
• Advocate customer needs cross-departmentally and program-manage customer concerns.

Required qualifications

• 5+ years of proven experience in customer success or account management.
• Strong empathy for customers and passion for revenue and growth.
• Demonstrable ability to drive continuous value of products.
• Excellent communication and interpersonal skills.
• Experience in working with complex, multi-divisional, multi-geographical customers.
• Exceptional organizational and multitasking skills.
• Proficient in Customer Success Software tools and platforms, such as Gainsight, Salesforce, etc.
• Strong analytical and problem-solving skills.
• Bachelor's degree in Business Administration, Marketing, Communications, or related field.

Nice to have

• Experience in a SaaS or technology-based company serving enterprise clients

Benefits

• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible Work Environment
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Unique employee engagement programs

About the company

SOCi is the leader in AI-powered marketing solutions for multi-location businesses. The company provides an AI-powered digital workforce to help brands achieve digital visibility and scale marketing efforts.