Customer Success Associate enhancing value delivery and engagement for a global customer success organization. Focused on account infrastructure, program enablement, and operational excellence in a tech company.
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
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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