Supervisor, Customer Success

SOCi, the marketing platform for multi-location brands, is currently looking for a Supervisor, Customer Success to provide day-to-day strategic, operational and tactical leadership to a team of customer success managers.  You will be responsible to ensure the team of CSMs proactively build relationships, identify and mitigate risk and expand product adoption in a one-to-many approach for the entire portfolio of SOCi customers.  You will also serve as a first line of escalation for customer issues and help identify and remediate those issues in a timely and effective manner. 

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.

 

Who We Are

SOCi is one of the fastest growing technology companies in the country, ranking in the top tier of Inc 5000’s Fastest Growing Companies in America list for the last several years consistently.  The builder of an award-winning enterprise SaaS marketing platform, and one of Forbes’ Best Startup Employers, SOCi boasts hundreds of the world’s largest brands as its customers. At SOCi, nothing is more important to us than the clients we service every day. The SOCi platform specifically solves complicated marketing and workflow problems for national and global multi-location brands that want to scale and optimize their presence. View more on our Awards & Accolades here! 

How You’ll Make an Impact

• Set and manage your teams’ priorities to ensure they retain monthly recurring revenue for our customers by employing proven strategies which drive product adoption and upsell
• Ensure CSMs develop strong customer relationships and serve in the role of trusted advisor to SOCi customers
• Provide leadership to ensure CSMs properly analyze customer health metrics and provide leadership of onboarding, enablement, adoption and retention plays thru both internal and external resources
• Coach and mentor CSMs to effectively employ multi-channel communication strategies that leverage our most effective customer touchpoints including video, e-mail, phone, partners and internal & external champions
• Contribute to lifetime revenue expansion by identifying and addressing renewal risk and upsell opportunity organically via stakeholder consultations
• Successfully manage day-to-day priorities for CSMs to ensure proper focus and activities align with overall customer success and corporate priorities
• Participate in the identification, recruitment and retention of world-class customer success talent
• Achieve all metrics and targets including revenue, upsell, retention and adoption.
• Inspire Customer Success Across SOCi
• Manage employee performance and engagement to ensure team effectiveness
• Effectively motivate employees to achieve role and customer expectations
• Will be expected to handle key clients and a dedicated book of clients
• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned

What You’ll Need to be Successful

• Remote Opportunity: Ability to work 100% remotely 
• Must Have:  
  • At least 3 years of direct and verifiable enterprise-level customer success experience
  • At least 3 years of experience working as a supervisor or team lead where you conducted 1:1's, performance reviews, providing feedback, and developing talent
  • Proven track record of success with a verifiable history of exceeding sales and customer satisfaction 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
  • Strong communication skills – written and verbal – with understanding of situational best practices
  • Excellent presentation skills – from small to large audiences
  • Ability to lead and influence both internal SOCi resources as well as customer resources to achieve successful outcomes
  • Experience in SaaS, Social Media and enterprise software
• Education: BS or equivalent education and relevant experience

What SOCi Provides