Senior Customer Success Manager responsible for the complete customer journey in a B2B SaaS startup. Driving client satisfaction and engagement throughout onboarding, support, and account management.
About the role
- Enterprise Customer Success Manager at SOCi leading strategic initiatives and fostering relationships with multi-location brands. Focused on customer success, revenue growth, and partnerships.
Responsibilities
- Lead strategic initiatives to preemptively identify and avoid churn risks across a diverse and complex customer portfolio.
- Drive transformative revenue growth initiatives for our top-tier customer base, shaping the future of product adoption and pioneering new avenues for customer expansion and loyalty.
- Orchestrate and lead transformative internal and external endeavors, building relationships across all functional areas including sales, onboarding, support, product management, finance, and operations.
- Establish and cultivate strategic partnerships with our clientele, embodying the pinnacle of trusted advisory roles and setting the gold standard for relationship depth and quality.
- Conduct deep dives into lifecycle metrics, optimizing strategies for onboarding, enablement, adoption, and retention, and ensuring seamless execution through collaborative resource marshaling.
- Serve as a mentor to junior team members, leveraging enterprise-level customer success experience to shape customer outcomes and drive team excellence.
- Demonstrate mastery in organizational acumen, orchestrating tasks and steering high-stakes priorities with precision and foresight, while remaining committed to personal, team, and company achievement.
- Prioritize the customer at the forefront, exhibiting technical mastery and sales leadership enriched by experience in local marketing, social marketing, or reputation management.
- Utilize strong analytical, problem-solving, and communication skills to develop quick, accurate situational awareness and craft memorable presentations that resonate with diverse audiences.
- Interact with and influence C-level executives, exemplifying an adeptness in conceptualizing and executing solutions for intricate customer dilemmas.
Requirements
- 8+ years of deep enterprise-level customer success experience, with a track record of shaping customer outcomes and mentoring junior team members.
- Extensive experience leading and significantly impacting sales and advanced customer success outcomes.
- Driven by personal, team, and company achievement, with a commitment to excellence.
- Strong analytical, problem-solving, and communication skills, with an understanding of situational best practices.
- Proven track record of interacting with and influencing C-level executives.
- Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned.
- Experience in SaaS, Local Search, Social Media Management, and enterprise software is preferred.
- Fluency in French, Spanish, or German is a plus.
- Bachelor's degree or equivalent education and relevant experience.
Benefits
- Health insurance plans, dental, and vision
- Wellness incentives
- 401(k) plan with employer match
- Flexible paid time off
- Quarterly wellness days
- Paid holidays
- Unique employee engagement programs
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