Customer Success Manager

SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for an experienced Customer Success Manager to play a crucial role in fostering long-term, profitable customer relationships, manage a high-volume portfolio (50+ accounts), and drive overall customer success. This role focuses on proactive engagement, digital-first strategies, and scalable customer success motions to maximize product adoption, reduce churn, and drive customer expansion. The CSM must be highly organized, data-driven, and capable of leveraging automation and one-to-many communication strategies to deliver value efficiently. This role is an exciting opportunity to build and refine scalable customer success motions, helping SOCi drive adoption, retention, and growth within our scaled customer segment. 

SOCi expects to pay a base salary in the range of $66,216 - $85,000 CAD base plus bonuses/commission. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.  

Who We Are

SOCi is one of the fastest growing technology companies in the United States, ranking on the Inc. 5000 Fastest Growing Companies in America list for the last seven consecutive years.  The leader in AI-powered marketing solutions for multi-location businesses, SOCi is trusted by nearly 1,000 top brands including Ford, Ace Hardware, Kumon, Liberty Tax, and more. At SOCi, our vision is to empower people to do what they love by providing intelligent software that can do the rest. SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling the workload of 1,000 local marketers, empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before. View more on our Awards & Accolades here! 

How You’ll Make an Impact

• Own and manage a large portfolio of customer accounts, potentially across multiple verticals, delivering measurable business outcomes and ensuring ROI with SOCi solutions.
• Serve as a trusted advisor, providing guidance and leadership to both customers and internal stakeholders to drive adoption, retention, and expansion.
• Identify and mitigate churn risk through proactive monitoring of customer health, behavior, and feedback.
• Maintain and grow recurring revenue by leveraging insights to identify upsell and expansion opportunities.
• Collaborate cross-functionally with sales, onboarding, support, product, marketing, finance, and operations to optimize the customer experience and drive customer success.
• Provide feedback to internal teams on customer pain points, product gaps, and opportunities for improvement.
• Utilize multi-channel communication strategies (video, email, phone, partners, and champions) to ensure effective customer engagement.
• Ensure high customer satisfaction and referenceability, contributing to SOCi’s overall retention and growth objectives.
• When applicable, may execute scalable, one-to-many engagement strategies (e.g. digital QBRs, webinars, in-app messaging, automated email campaigns) in order to drive product adoption and value realization.
• When applicable, may develop and implement structured customer journey frameworks, ensuring consistency from onboarding through renewal.
• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned

What You’ll Need to be Successful

• Hybrid Opportunity: Ability to work 100% remotely until our Vancouver, BC and Toronto, ON offices are in place; following this the role will be 50/50 remote vs. in office
• Must Have:  
  • 2-3+ years of customer success or account management experience, within the Marketing or MarTech (SaaS) space
  • Experience managing high-volume customer portfolios with a focus on scalable engagement and automation.
  • Highly organized with strong time management skills and the ability to prioritize effectively.
  • Analytical mindset with experience using customer data to drive engagement strategies.
  • Strong written and verbal communication skills, with the ability to create impactful messaging across digital channels.
  • Passionate about customer success, driven by results, and committed to continuous improvement.
  • Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
  • Experience and comfort interacting with and influencing senior-level, including C-suite, leaders 
  • Strong communication skills – written and verbal – with understanding of situational best practices
  • Excellent presentation skills – from small to large audiences
  • Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
• Desired Skills (but not required):  
  • Comfortable working in an environment with or without a dedicated CS platform like Gainsight, which could mean relying on CRM tools, spreadsheets, and automation to track customer interactions.

This position will remain open with applications due by October 24, 2025. This position is being hired on an urgent basis. The application window may close before October 24, 2025 if SOCi receives a sufficient number of applications to select a candidate prior to that date.