Associate Customer Success Manager SMB (On-site)

The role

The Associate Customer Success Manager (SMB) manages a high-volume portfolio of small business customers. You will own the customer relationship and gross revenue retention by driving product adoption and engagement.

What you will do

• Managing a high-volume portfolio of SMB customers
• Executing the defined customer engagement model
• Owning the customer relationship and acting as the primary point of contact
• Driving product activation and early adoption
• Monitoring customer health signals and identifying potential churn risks
• Escalating risks and coordinating issue resolution with internal teams
• Owning retention activities and partnering with Sales on renewal negotiations and contracts
• Identifying and surfacing potential expansion opportunities to the Sales growth team
• Conducting scalable outreach campaigns
• Documenting customer interactions and insights in CRM systems

Required qualifications

• 3+ years of experience in customer-facing roles (Customer Success, Account Management, Support, or related field)
• Experience managing multiple priorities in a fast-paced environment
• Strong written and verbal communication skills
• Basic understanding of SaaS business models or technology platforms

Nice to have

• Experience working with SMB customers in a SaaS environment
• Familiarity with CRM systems and customer health tools
• Exposure to retention or renewal processes
• Bachelor’s degree in Business, Communications, Marketing, or related field (or equivalent)

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.