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.


  • 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.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Senior Customer Success Manager


Posted 1 week ago

VIEW JOBS 7/7/2020 12:00:00 AM 2020-10-05T00:00 Overview This position, under the general direction of their manager, serves as the identified PowerSchool success manager who provides dynamic account management for our award-winning K-12 software systems. PowerSchool is looking for an individual to coordinate all assigned contract renewals, which include working directly with customers and internal team players to ensure timely and accurate execution. This position is designed to positively impact retention and renewal rates through proactive account management. This position is PowerSchool's most valuable asset, to advocate for our customers. This position relies heavily on personal accountability for results, a willingness to go 'the extra mile' for PowerSchool customers and a collaborative approach that brings the best to each and every customer. As a Senior Customer Success Manager within PowerSchool, the successful candidate will be a dynamic and organized self-starter who can work independently while also being part of a team. Responsibilities Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Owns the overall relationship with the customer * Project Manages a portfolio of accounts in order to achieve long-term success and ensure retention and renewal rates of portfolio * Accelerate the contract renewal process and ensure customer satisfaction * Lead discussions around forecasting and customer health with internal stakeholders * Accurately maintain a forecast of renewals and a dashboard of customer status * Answers, evaluates and prioritizes incoming telephone & email requests for assistance from accounts in all customer segments who may be experiencing problems with hardware, software, networking and other computer-related technologies * Resolve conflicts and provide solutions to customers in a timely manner * Builds relationships with customers to become a trusted advisor, oversee adoption of PowerSchool products and services, and promote best practices to continually drive incremental value and return on their investment * Periodically evaluate "big picture" themes and patterns. Assist in driving resolution cross-functionally to prevent larger issues from occurring * Collaborates with sales teams to ensure growth attainment and increased footprint * Answers questions for other team members * Seeks out opportunities to make improvements to processes and improve customer experience * All other duties as assigned Qualifications Qualifications include: • Bachelor's degree or equivalent work experienced * 3-5 years' prior experience in renewals, account management, customer success, or sales in a software company, preferably Software as a Service (SaaS) * 2-4 years' prior experience in direct client support role * Excellent negotiation and interpersonal skills * Must thrive in a fast-paced, ever-changing environment * Excellent communication skills with the ability to drive a phone conversation * Ability to effectively prioritize and escalate customer issues as required * Proficient in Microsoft Office suite * Prior Salesforce, CRM, and Gainsight experience required * Excellent attention to detail and time management * Excellent oral and written communication skills * Excellent customer service, presentation, and conflict resolution skills * Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes * Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client EEO Commitment PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing Powerschool Austin TX

Senior Customer Success Manager (Digital Agency)