About this role.
SOCi is hiring a remote Customer Success Manager based in Vancouver, Canada, to own and grow a large portfolio of enterprise customers. The role emphasizes customer enablement, product adoption, retention, expansion, and proactive churn-risk mitigation in a one-to-many model. The successful candidate will coordinate cross-functional initiatives with sales, onboarding, support, product, finance, and operations while advising senior customer stakeholders. This is a SaaS-focused position requiring commercial acumen, strong lifecycle analytics, executive communication, and the ability to manage competing priorities in a fast-paced environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader CA market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Team,
I am excited to apply for the Customer Success Manager role at SOCi. My customer-focused approach combines strategic account management, SaaS adoption expertise, and data-driven lifecycle planning to help enterprise customers achieve measurable business outcomes.
I am experienced in managing competing priorities across customer portfolios, identifying retention risks early, and coordinating cross-functional teams to improve adoption and expansion. I am also comfortable building trusted relationships with executive stakeholders and communicating clearly through presentations, email, video, and live discussions.
SOCi's mission to transform multi-location marketing through AI is especially compelling, and I would welcome the opportunity to contribute to customer growth, satisfaction, and long-term partnership success.
Sincerely,
Your Name
Sample interview questions
I would segment the portfolio by revenue, health, renewal timing, adoption level, and expansion potential. I would use scaled engagement plays for lower-touch accounts while reserving strategic, high-touch outreach for customers with elevated churn risk or significant growth opportunity.
I would monitor leading indicators such as declining usage, missed milestones, unresolved support trends, low engagement, and changes in executive sponsorship. After identifying the root cause, I would align an action plan with the customer and internal teams, establish measurable recovery milestones, and communicate progress consistently.
I connect expansion recommendations to validated customer goals, adoption gaps, and measurable outcomes rather than leading with product features. By demonstrating value from the current investment first, I can position additional capabilities as a practical solution to an agreed business need.
I would tailor the message to the audience while keeping the facts, impact, ownership, and next steps clear. For executives, I would provide a concise business-level summary and decision points; internally, I would document technical or operational details, accountable owners, timelines, and escalation requirements.
I would track retention and renewal rates, recurring revenue, product adoption, usage trends, engagement, support activity, onboarding completion, customer satisfaction, referenceability, and expansion pipeline. I would combine these metrics into a health framework that identifies both risks and growth opportunities early.
SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for a Customer Success Manager to grow long-term profitable customer relationships by making strategic, operational and measurable contributions to customers’ unique business objectives. As the account owner, quarterback and driver of account enablement, adoption, expansion, and end-user engagement, the Customer Success Team is directly impacting our rapid growth in enterprise social media management.
As a member of our Customer Success team, you will proactively build relationships, identify and mitigate risk and expand product adoption in a one-to-many approach for our largest portfolio of customers. With a high number of customers, you will be adept at managing multiple priorities without sacrifice to proactive customer delight.
SOCi expects to pay a base salary in the range of $70,000 to $100,000 CAD base plus bonuses/commission. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.
Who We Are
SOCi is redefining how multi-location enterprises achieve local and AI search visibility with the world’s first agentic workforce. Built specifically for distributed brands, SOCi’s brand-trained agents are guided by a unified visibility engine that autonomously executes and optimizes local marketing work across AI search, GEO ecosystems, social, and reviews — ensuring every location is visible, discoverable, and growing in today’s geo-driven landscape. Trusted by leading brands like Ford, Ace Hardware, and Liberty Tax, and recognized by Fast Company as one of the World’s Most Innovative Companies, SOCi transforms marketing from software you manage into work that gets done — intelligently, consistently, and at scale.
How You Will Make an Impact:
- Serve as account owner and provide mature, thoughtful and reasonable leadership to both the customer as well as internal stakeholders to ensure the on-going success of your book of business
- Identify and mitigate churn risk across customer portfolio to ensure company gross retention rates are achieved
- Maintain and grow monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoption and expansion
- Quarterback internal and external initiatives through cross-functional partnerships with sales, onboarding, support, product management, finance, operations and other teams which directly impact overall customer success and drive customer growth
- Develop strong customer relationships and serve in the role of trusted advisor to SOCi customers
- Analyze lifecycle metrics and provide leadership and/or execution of onboarding, enablement, adoption and retention plays thru both internal and external resources
- Effectively employ multi-channel communication strategies that leverage our most effective customer touchpoints including video, e-mail, phone, partners and internal & external champions
- Ensure customer reference-ability and overall satisfaction level
What You’ll Need to be Successful:
- Proven track record of success with a verifiable history of exceeding sales and customer success goals
- Highly organized with the ability to effectively manage multiple tasks and competing priorities
- Driven by personal, team and company achievement with a commitment to excellence
- Possess that rare blend of technical and sales acumen wrapped in a strong customer-centric mentality
- Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
- Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
- Experience and comfort interacting with and influencing C-level executives
- Strong communication skills – written and verbal – with understanding of situational best practices
- Excellent presentation skills – from small to large audiences
- Ability to lead, manage or influence both internal SOCi resources as well as customer resources to achieve successful outcomes
- Experience in SaaS, Social Media Management and enterprise software
Upon posting, applications for this position will be accepted on an ongoing basis.
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.
#LI-Remote
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
