Strategic Customer Success Manager
Core
Ensure long-term success of large, strategic clients by nurturing relationships, driving adoption of SOCi's AI-powered marketing solutions, and delivering measurable outcomes.
Role type
Senior Strategic Customer Success Manager (SaaS/Enterprise)
Builds
AI-powered digital workforce (Genius AI™ and Genius Agents™) for multi-location brands
Domain
AI-powered marketing / Multi-location business services
Deliverable
client delivery
Required skills
Strategic account management, stakeholder influence, complex portfolio handling, product training facilitation, usage analytics, cross-functional collaboration, growth opportunity identification, issue resolution, quarterly/annual review delivery
Preferred skills
SaaS/technology background, multi-divisional/multi-geographical customer experience, proficiency in Customer Success tools (Gainsight, Salesforce), strong analytical and problem-solving skills
Technologies
Gainsight, Salesforce, Genius AI™, Genius Agents™
Responsibilities
Develop and maintain strong relationships with key stakeholders; act as lead point of contact for strategic client matters; plan and conduct regular check-in meetings; collaborate with sales, marketing, and product teams; facilitate client training sessions; monitor and analyze product usage; identify growth opportunities; resolve customer requests and issues; prepare and deliver quarterly and annual reviews; advocate customer needs cross-departmentally
Seniority
Senior, hands-on IC