Hybrid Enterprise Customer Success Manager

at SOCi, Inc.

• Job title: Enterprise Customer Success Manager
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: CA$105,000 - CA$150,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Toronto, Canada

About the role

• Enterprise Customer Success Manager at SOCi leading strategic initiatives and fostering relationships with multi-location brands. Focused on customer success, revenue growth, and partnerships.

Responsibilities

• Lead strategic initiatives to preemptively identify and avoid churn risks across a diverse and complex customer portfolio.
• Drive transformative revenue growth initiatives for our top-tier customer base, shaping the future of product adoption and pioneering new avenues for customer expansion and loyalty.
• Orchestrate and lead transformative internal and external endeavors, building relationships across all functional areas including sales, onboarding, support, product management, finance, and operations.
• Establish and cultivate strategic partnerships with our clientele, embodying the pinnacle of trusted advisory roles and setting the gold standard for relationship depth and quality.
• Conduct deep dives into lifecycle metrics, optimizing strategies for onboarding, enablement, adoption, and retention, and ensuring seamless execution through collaborative resource marshaling.
• Serve as a mentor to junior team members, leveraging enterprise-level customer success experience to shape customer outcomes and drive team excellence.
• Demonstrate mastery in organizational acumen, orchestrating tasks and steering high-stakes priorities with precision and foresight, while remaining committed to personal, team, and company achievement.
• Prioritize the customer at the forefront, exhibiting technical mastery and sales leadership enriched by experience in local marketing, social marketing, or reputation management.
• Utilize strong analytical, problem-solving, and communication skills to develop quick, accurate situational awareness and craft memorable presentations that resonate with diverse audiences.
• Interact with and influence C-level executives, exemplifying an adeptness in conceptualizing and executing solutions for intricate customer dilemmas.

Requirements

• 8+ years of deep enterprise-level customer success experience, with a track record of shaping customer outcomes and mentoring junior team members.
• Extensive experience leading and significantly impacting sales and advanced customer success outcomes.
• Driven by personal, team, and company achievement, with a commitment to excellence.
• Strong analytical, problem-solving, and communication skills, with an understanding of situational best practices.
• Proven track record of interacting with and influencing C-level executives.
• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned.
• Experience in SaaS, Local Search, Social Media Management, and enterprise software is preferred.
• Fluency in French, Spanish, or German is a plus.
• Bachelor's degree or equivalent education and relevant experience.

Benefits

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