Senior Customer Success Manager (Digital Agency)

Soci Austin , TX 78719

Posted 2 weeks ago

About Us:

SOCi is the leading social media and reputation management platform built to address the complex needs of multi-location enterprise companies. An award-winning leader in the industry, SOCi has pioneered more than a dozen unique marketing tools to help multi-location brands oversee, maintain, and protect their brand at the national level, while simultaneously scaling presence across hundreds, sometimes thousands, of local pages.

Our accolades include:

  • Inc. 500 honoree two years in a row (2018 and 2019) for Fastest Growing Companies in America

  • Entrepreneur magazine, Top 10 Marketing Provider for Franchise two years in a row

  • Local Visionary Award for "Best Social Media Solution for Multi-Location Retailers"

  • Business Review's Top 10 Start-Up's to Watch

The Job:

The SOCi Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to customers' unique business objectives. As the quarterback and driver of account enablement, adoption, expansion, and end-user engagement, the Customer Success Team is directly impacting our rapid growth in enterprise social media management.

As a member of our Customer Success team, you will proactively build relationships, identify and mitigate risk and expand product adoption in a one-to-many approach for our largest portfolio of customers. With a high number of customers, you will be adept at managing multiple priorities without sacrifice to proactive customer delight.

  • Maintain and grow monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoption and expansion

  • Identify and mitigate churn risk across customer portfolio to ensure company gross retention rates are achieved

  • Quarterback internal and external initiatives through cross-functional partnerships with sales, onboarding, support, product management, finance, operations and other teams which directly impact overall customer success and drive customer growth

  • Develop strong customer relationships and serve in the role of trusted advisor to SOCi customers

  • Analyze lifecycle metrics and provide leadership and/or execution of onboarding, enablement, adoption and retention plays thru both internal and external resources

  • Effectively employ multi-channel communication strategies that leverage our most effective customer touchpoints including video, e-mail, phone, partners and internal & external champions

  • Ensure customer referenceability and overall satisfaction level

  • Other tasks and duties as defined.

You:

  • 5+ yrs. direct and verifiable enterprise-level customer success experience

  • Proven track record of success with a verifiable history of exceeding sales and customer success goals

  • Driven by personal, team and company achievement with a commitment to excellence

  • Possess that rare blend of technical and sales acumen wrapped in a strong customer-centric mentality

  • Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness

  • Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues

  • Experience and comfort interacting with and influencing C-level executives

  • Strong communication skills - written and verbal - with understanding of situational best practices

  • Excellent presentation skills - from small to large audiences

  • Ability to lead, manage or influence both internal SOCi resources as well as customer resources to achieve successful outcomes

  • Experience in SaaS, Social Media Management and enterprise software

  • BS or equivalent education and relevant experience - MA/MS/MBA Preferred

Why you'll love it here!

  • Competitive salary

  • Flexible PTO and paid holidays

  • Work directly with SOCi executives and advisors

  • Comprehensive medical, dental, and vision benefits

  • Opportunity to make a difference and implement your ideas

  • Everyone is held to the highest standards, but we make sure to have fun, too!

  • We have amazing customers (UPS, SportClips, Internet Brands, etc) who love our platform. Check us out on G2Crowd, Capterra or TrustPilot.

What's SOCi's culture like?

Led by a team of industry experts, SOCi is leading the pack in Social Media and Reputation Management. Our passionate team of SOCialites work at convenient locations in both San Diego, CA and Austin, TX. We offer flexible PTO, comprehensive health & benefits packages and 401k (amongst many other perks). Every new team member is equipped with a MacBook laptop, tech accessories & SOCi swag. We are a fast-paced, agile environment where thought leadership and input is encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you.

SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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Senior Customer Success Manager (Digital Agency)

Soci