Customer Success Manager

Role Overview

SOCi, an AI-driven marketing platform for businesses with multiple locations, is hiring a Customer Success Manager to strengthen long-term, profitable customer partnerships. In this role, you will own accounts and help drive adoption, expansion, engagement, and measurable progress against customer business goals. You will support a large portfolio of enterprise customers using a proactive, one-to-many approach, balancing many priorities while still delivering a strong customer experience.

About SOCi

SOCi is reimagining how multi-location brands improve local visibility and AI search presence through its agentic workforce. The platform is designed for distributed enterprises and uses brand-trained agents, powered by a unified visibility engine, to carry out and optimize local marketing work across AI search, GEO ecosystems, social, and reviews. The company works with well-known brands such as Ford, Ace Hardware, and Liberty Tax, and has been recognized by Fast Company as one of the World’s Most Innovative Companies.

Key Responsibilities

• Own assigned accounts and provide steady, thoughtful guidance to customers and internal teams to support ongoing success.
• Spot churn risk early and take action to protect retention across the portfolio.
• Increase monthly recurring revenue by encouraging product usage and identifying expansion opportunities.
• Coordinate cross-functional work with sales, onboarding, support, product, finance, operations, and other teams to improve customer outcomes.
• Build trusted relationships with customers and act as a reliable advisor.
• Review lifecycle data and help execute onboarding, enablement, adoption, and retention programs using internal and external resources.
• Use multiple communication channels such as video, email, phone, partners, and internal/external champions to connect with customers effectively.
• Support customer satisfaction and strengthen reference potential.

Candidate Profile

The ideal candidate brings a proven record of meeting or surpassing sales and customer success targets, along with strong organization and the ability to manage several priorities at once. You should combine technical understanding with sales awareness, stay customer-focused, and be comfortable handling complex business situations. Experience working with executives at the C-level, strong written and verbal communication, and solid presentation skills are also important. The role calls for someone who can influence both internal teams and customers to achieve results, ideally with experience in SaaS, social media management, and enterprise software.

Compensation

The base salary for this position is expected to fall between CAD 70,000 and CAD 100,000 per year, plus bonus and commission. Final compensation will depend on job-related skills, experience, and relevant education or training.

Benefits

• Full benefits package for eligible full-time permanent roles
• Health, dental, and vision insurance
• Wellness incentives
• 401(k) with employer matching
• Flexible work environment for eligible full-time non-contract roles
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Employee engagement programs
• Support for career growth and development

Work Environment

SOCi describes itself as a fast-moving, collaborative workplace where cross-functional teamwork is encouraged and employees are expected to contribute ideas. The company says its team works from home across the globe, while this role is listed for the Greater Vancouver Metropolitan Area and marked as onsite.

Additional Information

Applications for this role are accepted on an ongoing basis after the position is posted.