Customer Success Manager

Customer Success Manager

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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