Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary account owner, delivering thoughtful and effective leadership to both clients and internal teams to ensure the continuous success of your portfolio.

• Recognize and address churn risks within the customer base to meet company gross retention targets.

• Sustain and enhance monthly recurring revenue for our key customers by implementing successful strategies that promote product adoption and growth.

• Coordinate both internal and external initiatives through collaborative efforts with sales, onboarding, support, product management, finance, operations, and other teams that impact overall customer success and promote customer expansion.

• Build robust customer relationships and act as a trusted advisor to SOCi clients.

• Evaluate lifecycle metrics and provide guidance or execution of onboarding, enablement, adoption, and retention strategies using both internal and external resources.

• Utilize effective multi-channel communication strategies that capitalize on our most impactful customer touchpoints, including video, email, phone, partners, and internal & external advocates.

• Ensure customers are referenceable and maintain high levels of satisfaction.

⛳️ Requirements

• Demonstrated history of success with a verifiable record of surpassing sales and customer success objectives.

• Highly organized with the capability to efficiently manage multiple tasks and competing priorities.

• Motivated by personal, team, and company accomplishments, with a commitment to excellence.

• Possess a unique combination of technical proficiency and sales expertise, all with a strong customer-centric focus.

• Strong analytical, problem-solving, and connection-making abilities, with the capacity to quickly develop accurate situational awareness.

• Enterprise-ready, solution-oriented mindset to comprehend and address complex customer challenges.

• Comfortable and experienced in engaging with and influencing C-level executives.

• Excellent communication skills, both written and verbal, with an understanding of situational best practices.

• Outstanding presentation ability, ranging from small groups to large audiences.

• Skilled in leading, managing, or influencing both internal SOCi resources and customer resources to ensure successful outcomes.

• Background in SaaS, Social Media Management, and enterprise software.

🏝️ Benefits

• Health insurance options, including dental and vision coverage.

• Wellness incentives to promote a healthy lifestyle.

• 401(k) plan with employer matching contributions.

• Flexible paid time off to support work-life balance.

• Quarterly wellness days for rejuvenation.

• Paid holidays throughout the year.

• Innovative employee engagement programs.