Hybrid Customer Success Manager, Small Market Business

at SOCi, Inc.

• Job title: Customer Success Manager, Small Market Business
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: CA$59,000 - CA$92,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Toronto, Canada

About the role

• Customer Success Manager at SOCi managing high-volume accounts in the Small Market Business sector. Driving customer success through engagement strategies and data insights.

Responsibilities

• Manage a portfolio of 200+ accounts across multiple verticals, ensuring a structured and repeatable customer journey.
• Execute one-to-many customer engagement strategies, leveraging digital QBRs, thought-leadership webinars, in-app communications, and automated email campaigns to enhance product adoption.
• Help develop and implement a customer journey framework for scaled accounts, ensuring a consistent experience from onboarding through renewal.
• Proactively monitor customer health and product usage to identify trends, risks, and expansion opportunities.
• Leverage data-driven insights to ensure customers achieve measurable ROI and business outcomes with SOCi solutions.
• Provide strategic guidance through automated and semi-personalized outreach, helping customers adopt key features and best practices.
• Identify and mitigate churn risks by analyzing customer behavior, usage data, and feedback.
• Drive expansion and upsell opportunities by leveraging insights to position additional SOCi solutions at the right time.
• Partner with marketing and product teams to refine customer education resources, ensuring they address the most common customer needs.
• Work closely with sales, CS, product marketing, and support to align messaging, drive adoption, and optimize the customer experience.
• Collaborate with the implementation and support team to ensure a seamless onboarding experience for new customers.
• Provide feedback to internal teams on customer pain points, product gaps, and opportunities for improvement.

Requirements

• 2+ years of customer success or account management experience, preferably in a SaaS or tech-driven environment.
• 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.
• 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.
• 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

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