Customer Success Manager
New
S
SOCiMarketing Technology
Vancouver, Canada (Remote)Full-TimeMiddle
Salary$70,000 to $100,000 CAD base plus bonuses/commission
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Job Details
- Required Skills
- Project ManagementData AnalysisAccount ManagementCustomer SuccessSaaS
Requirements
- Proven track record of success with a verifiable history of exceeding sales and customer success goals
- Highly organized with the ability to effectively manage multiple tasks and competing priorities
- Driven by personal, team and company achievement with a commitment to excellence
- 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 written and verbal communication skills
- Excellent presentation skills for small to large audiences
- Ability to lead, manage or influence both internal and customer resources
- Experience in SaaS, Social Media Management, and enterprise software
Responsibilities
- Serve as account owner and provide mature, thoughtful and reasonable leadership to both the customer as well as internal stakeholders to ensure the on-going success of your book of business
- Identify and mitigate churn risk across customer portfolio to ensure company gross retention rates are achieved
- Maintain and grow monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoption and expansion
- Quarterback internal and external initiatives through cross-functional partnerships with sales, onboarding, support, product management, finance, operations and other teams
- 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
- Effectively employ multi-channel communication strategies that leverage our most effective customer touchpoints
- Ensure customer reference-ability and overall satisfaction level
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