Strategic Customer Success Manager, SOCi
$90-120k
+ Bonuses/Commission
Marketing platform for multi-location brands
Job no longer available
Marketing platform for multi-location brands
501-1000 employees
Job no longer available
$90-120k
+ Bonuses/Commission
501-1000 employees
Company mission
To redefine the relationship marketers have with software—from a tool they use, to a partner that can do the local marketing work for them. Always on time, on brand, and at every location.
Role
Who you are
- The ideal candidate is passionate about client service and skilled in handling complex client portfolios
- 5+ years of proven experience in customer success or account management, preferably in a SaaS or technology-based company serving enterprise clients
- Strong empathy for customers and passion for revenue and growth
- Demonstrable ability to drive continuous value of our product(s)
- Excellent communication and interpersonal skills, with the ability to manage and influence stakeholders at all levels
- Experience in working with complex, multi-divisional, multi-geographical customers
- Exceptional organizational and multitasking skills, including the ability to prioritize and schedule work effectively
- Proficient in Customer Success Software tools and platforms, such as Gainsight, Salesforce, etc
- Strong analytical and problem-solving skills with a solution-oriented mindset
- Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
- Education Requirements: Bachelor's degree in Business Administration, Marketing, Communications, or related field
What the job involves
- SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Strategic Customer Success Manager to ensure the long-term success of our clients by nurturing exceptional client relationships and delivering continuous value through our platform
- This role involves working closely with large, strategic clients to understand their business goals, drive adoption of SOCi solutions, and achieve measurable outcomes
- Develop and maintain strong relationships with key stakeholders within client organizations to ensure their success and satisfaction with SOCi solutions
- Act as the lead point of contact for all strategic client matters, anticipate clients' needs, and work within the company to ensure deadlines for client deliverables are met
- Plan and conduct regular check-in meetings to ensure client satisfaction and retention
- Work collaboratively with sales, marketing, and product teams to streamline service delivery and ensure clients can maximize the value of SOCi products
- Develop a deep understanding of our products and services to facilitate training sessions for clients on new tools and features
- Monitor and analyze clients’ usage of our product and generate insights to enhance their user experience
- Identify opportunities for growth within existing accounts and collaborate with sales teams to ensure growth attainment
- Handle and resolve customer requests and issues promptly and effectively
- Prepare and deliver quarterly and annual reviews to clients, showcasing their progress and aligning with their business goals
- Advocate customer needs/issues cross-departmentally and program-manage customer concerns
Our take
SOCi is a localized marketing platform built specifically for multi-location marketers to optimize their localized strategies. In the digital age of advertising, SOCi enables marketing teams to share content so that each location stays true to the "national corporate personality" both in-person and, importantly, online.
The leader in the market, SOCi is leveraged by hundreds of national and global enterprises to manage campaigns for over 3 million business locations. It has a comprehensive product suite encompassing ads and social management, search visibility and review responses, and a powerful listening tool to gauge consumer sentiment towards both client brands and their competitors.
SOCi aims to redefine marketing software with its innovative approach, having significant funding to its name. This funding will help it develop a groundbreaking range of AI-powered marketing products, while also supporting strategic mergers and acquisitions, boosting customer success efforts, and driving international expansion.
Freddie
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2023
$60m
LATE VC
Jan 2021
$80m
SERIES D
Total funding: $189.8m
Company HQ
East Village, San Diego, CA
Leadership
Afif Khoury
(Co-Founder & CEO)Previously founded and served as Managing Member for both Axon Ventures and Scatter Ventures. Experience as Director for Famgro Farms, as Senior Associate for Gunderson Dettmer, and as an Associate for Wilson Sonsini Goodrich & Rosati.
Alo Sarv
(Co-Founder & CTO)Previously co-founded Fangate Media, Rippol, and Hydranode Project. Experience as Lead Programmer for Consensus Media, and as Senior Engineer for VodkaCran and Vusion. Owns SOCi Tech.
Monica Ho
(CMO)Prior to joining SOCi in 2018, Monica was the CMO at GroundTruth. She also spent over 3 years at xAd as a VP/SVP of Marketing.
John Gardiner
(CFO)Prior to joining SOCi in 2024, John was the COO & CFO at Pantheon Platform. He also servedf as CFO & CSO at Sitecore and as PResident & CFO at ZoomInfo.
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