Associate Customer Success Manager SMB (On-site)

2 weeks, 5 days ago
Full-time
Junior
Customer and Technical Support
SOCi

SOCi

SOCi provides AI-driven solutions designed to enhance multi-location marketing through local search optimization, social media management, and reputation management for enterprises.

Internet Software & Services
251-1K
Founded 2012

Description

  • Manage a high-volume portfolio of SMB customers.
  • Execute the defined customer engagement model through cadence-based outreach, success planning, and customer communications.
  • Own the customer relationship and serve as the primary point of contact for needs and escalations.
  • Drive product activation and early adoption across the assigned book of business.
  • Monitor customer health signals and identify potential churn risks.
  • Escalate risks and coordinate issue resolution with internal teams.
  • Own retention activities and partner with Sales on renewal negotiations and contracts.
  • Identify and surface expansion opportunities to the Sales growth team.
  • Conduct scalable outreach campaigns such as email, webinars, and digital engagement.
  • Document customer interactions and insights in CRM systems.
  • Partner cross-functionally with Implementation Services, Support, Product, and Sales.

Requirements

  • 3+ years of experience in customer-facing roles such as Customer Success, Account Management, Support, or a 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.
  • Experience working with SMB customers in a SaaS environment is preferred.
  • Familiarity with CRM systems and customer health tools is preferred.
  • Exposure to retention or renewal processes is preferred.
  • Bachelor’s degree in Business, Communications, Marketing, or a related field, or equivalent experience is preferred.
  • Ability to support North American accounts during standard US working hours.

Benefits

  • Comprehensive health insurance, dental, and vision coverage.
  • Wellness incentives and quarterly wellness days.
  • 401(k) plan with employer match.
  • Flexible paid time off and paid holidays.
  • Flexible work environment with remote work.
  • Unique employee engagement programs.
  • Career growth and development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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