Director, Customer Success

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $150k - $187k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SOCi, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2012

📣 Marketing

🤖 Artificial Intelligence

🛍️ eCommerce

Marketing • Artificial Intelligence • eCommerce

SOCi, Inc. is a transformative digital marketing platform designed for multi-location enterprises, offering a suite of tools powered by artificial intelligence. Their innovative SOCi Platform enables businesses to automate and optimize their local marketing efforts through various applications such as Genius Search, Genius Social, and Genius Reviews, focusing on enhancing visibility and engagement across all locations. By streamlining workflows and employing AI, SOCi helps brands maximize their online presence and respond efficiently to customer interactions.

📋 Description

• Develop and maintain situational awareness of the SOCi business and drivers of customer health, retention, adoption, and satisfaction • Improve onboarding, training, support, customer success management, expansion, renewal, critical account management, and churn processes • Create and evolve customer journey process artifacts, playbooks, and process documents • Implement and manage customer success software including Salesforce, Gainsight, MindTickle, ServiceCloud, Salesloft, and Pardot • Maximize customer success software usage and coordinate with vendors on functionality • Drive customer data quality and integrated customer records • Define and operationalize KPIs, reporting dashboards, and workflows for customer lifecycle, retention, and risk management • Provide executives and customer success leaders with scheduled and ad-hoc reporting and customer insights • Fulfill ad-hoc reporting requests and identify reporting improvements • Create and maintain training for processes and software configurations • Train new hires on customer success software tools • Facilitate collaboration between customer success and product development regarding serviceability, roadmap prioritization, and product quality • Partner with customer success leadership and finance on renewals, expansion, churn forecasting, and compensation attainment • Identify customer candidates for expansion and upsell opportunities • Guide workload and account-assignment evaluations to forecast redistribution or hiring needs • Lead CSM onboarding and ongoing enablement • Conduct root-cause analyses and post-mortems for lost accounts and implement churn-reduction improvements • Manage the customer success tools and technology roadmap • Perform other duties as assigned

🎯 Requirements

• 7+ years verifiable experience in customer success operations or equivalent experience such as sales operations or business operations • Effective communication skills, both written and verbal • Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues • Driven by personal, team and company achievement with a commitment to excellence • Strong interpersonal skills and proven success in cross-functional collaboration • Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness • Experience and comfort interacting with and influencing C-level executives • Advanced proficiency with MS Word, MS PowerPoint, and MS Excel • Comfortable with Salesforce; experience with CRM or SaaS support software is a plus • Ability to lead, manage or influence internal SOCi resources and customer resources to achieve successful outcomes • Experience in SaaS, Social Media Management, and enterprise software • BS or equivalent education and relevant experience • MA/MS/MBA preferred • Coachable, open to feedback and dedicated to constant self-improvement

🏖️ 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 • Empowering Career Growth and Success