Associate Customer Success Manager SMB (On-site)

Remote from: Philippines
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 24 Jun 2026
Apply before: 24 Jul 2026
Experience level: Midweight
Views / Applies: 870 / 62

About SOCi

Leader in AI-powered marketing solutions for multi-location businesses, transforming how brands manage and scale local marketing.

Computer Software
2012

AI Summary

SOCi is hiring an Associate Customer Success Manager to manage a high-volume portfolio of SMB customers. The role focuses on driving product adoption, retention, and customer satisfaction through predefined engagement models. This position requires 3+ years of customer-facing experience and operates during US hours. It offers a flexible work environment and comprehensive benefits. The ideal candidate has strong communication skills and familiarity with SaaS platforms.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires 3+ years of experience and managing a high-volume portfolio in a fast-paced environment, but follows defined processes, making it moderately difficult.

Salary Analysis

AI Insight The salary for this role is estimated at $60,000 per year, which falls within the typical range for Associate Customer Success Managers in the US market ($45,000-$85,000). This is competitive for an SMB-focused role with a defined engagement model.

Core Skills Required

Customer Success SaaS Account Management CRM Retention Communication Problem Solving Product Adoption Cross-functional Collaboration Data Analysis

Cover Letter Sample

I am excited to apply for the Associate Customer Success Manager position at SOCi. With over 3 years of experience in customer-facing roles, I have a proven track record of driving product adoption and retention. I thrive in fast-paced environments and excel at managing high-volume portfolios while maintaining strong relationships. My familiarity with CRM systems and SaaS platforms aligns perfectly with the requirements of this role. I am confident in my ability to contribute to SOCi's mission of empowering multi-location brands with AI-powered marketing solutions.

Sample Interview Questions

How would you handle a customer who is not adopting the product after onboarding?

I would first conduct a health check to identify barriers, such as lack of training or unclear value. Then I'd schedule a personalized training session and demonstrate specific use cases relevant to their business. Regular check-ins and proactive outreach would follow, and I'd escalate to the product team if needed.

Describe a time you identified a churn risk and took action to retain the customer.

In my previous role, I noticed a customer's usage dropped significantly. I reached out to understand their challenges, discovered they were not aware of a key feature. I provided a tailored demo and offered a discount on renewal. The customer stayed and increased usage.

How do you prioritize tasks when managing a high-volume portfolio?

I use a CRM to segment customers by health score and risk level. I prioritize urgent escalations and high-risk accounts first, then allocate time for proactive outreach to healthy customers. Timely follow-ups and efficient use of templates help manage volume.

How would you collaborate with the Sales team during renewal negotiations?

I would share insights on customer health and usage to inform the sales strategy. Together, we'd identify upsell opportunities or potential discounts. I'd also ensure a seamless handoff and provide documentation to support the sales process.

What metrics do you use to measure customer success?

Key metrics include Net Revenue Retention (NRR), Gross Revenue Retention (GRR), product adoption rate, time-to-value, customer satisfaction (CSAT), and churn rate. I track these regularly and adjust engagement strategies based on trends.

Who We Are:

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. You can view our Awards and Accolades here!

About the role:

The Associate Customer Success Manager (SMB) is an individual contributor responsible for managing a high-volume portfolio of small business customers. In this role, you will specifically support our North American accounts; therefore, this position operates during standard US working hours. This role serves as the primary post-sale point of contact, owning the customer relationship and gross revenue retention (GRR) through consistent execution of SOCi’s defined customer engagement model. The Associate CSM partners with customers to drive product adoption, engagement, and value realization while proactively identifying risks to retention. This role operates within established processes and playbooks, focusing on operational excellence, responsiveness, and effective execution.

Responsibilities:

Managing a high-volume portfolio of SMB customers
Executing the defined customer engagement model, including cadence-based outreach, success planning, and customer communications
Owning the customer relationship and acting as the primary point of contact for all customer
needs and escalations.
Driving product activation and early adoption.
Monitoring customer health signals and identifying potential churn risks.
Escalating risks and coordinating issue resolution with internal teams.
Owning retention activities within the assigned book of business and partnering with Sales on
renewal negotiations and contracts.
Identifying and surfacing potential expansion opportunities to the Sales growth team.
Conducting scalable outreach campaigns (email, webinars, digital engagement).
Documenting customer interactions and insights in CRM systems.
Partnering cross-functionally with Implementation Services, Support, Product, and Sales.

MINIMUM QUALIFICATION:

3+ years of experience in customer-facing roles (Customer Success, Account Management,
Support, or related field).
Experience managing multiple priorities in a fast-paced environment.
Strong written and verbal communication skills.
Basic understanding of SaaS business models or technology platforms.

PREFERRED QUALIFICATION:

Experience working with SMB customers in a SaaS environment.
Familiarity with CRM systems and customer health tools.
Exposure to retention or renewal processes.
Bachelor’s degree in Business, Communications, Marketing, or related field (or equivalent).

What SOCi Provides to You

Comprehensive Benefits Package (full-time permanent, non-contract roles only)

Health insurance plans, dental, and vision
Wellness incentives
401(k) plan with employer match

Flexible Work Environment (full-time, non-contract roles only)

Flexible paid time off
Quarterly wellness days
Paid holidays
Unique employee engagement programs

Empowering Career Growth and Success

What’s Important at SOCi

Led by a team of industry experts, SOCi is leading the pack in agentic marketing for multi-location brands. Our passionate team of SOCialites work from home around the globe!
Our collaborative, dynamic culture allows our teams to work cross-functionally and optimize productivity. We are a fast-paced, agile environment where thought leadership and input are encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. Visit soci.ai for more information.

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