Enterprise Customer Success Manager

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Enterprise Customer Success Manage
r to serve as the strategic account leader, driving transformative initiatives and building enduring relationships with our top-tier customers. Your role will encompass preemptive churn mitigation, revenue growth initiatives, and fostering strategic partnerships to redefine customer success. Drawing from deep industry knowledge and innovative strategies, you will orchestrate internal and external endeavors to shape the future of product adoption and customer expansion.

Base salary range: $105,000 - $150,000 CAD base plus commission. Pay within the range is determined by factors such as job-related skills, experience, and relevant education or training.

SOCi is the leader in AI-powered marketing solutions for multi-location businesses. With its proprietary Genius AI™ and suite of Genius Agents™, SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling the workload of 1,000 local marketers™, empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before.

SOCi is recognized by Fast Company as one of the World's Most Innovative Companies, and is trusted by nearly 1,000 top brands—including Ford, Ace Hardware, Kumon, Liberty Tax, and more—to automate and optimize local marketing tasks across all locations. Founded in 2012 and backed by leading strategic investors, SOCi is transforming how multi-location brands manage and scale their marketing efforts.

• 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.

• Hybrid Opportunity: This role is fully remote until our Vancouver, BC and Toronto, ON offices are established. Once the office is in place, it will transition to a hybrid model, with a 50/50 split between remote and in‑office work.
• Must Have:
• 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…