SOCi

Manage enterprise customer portfolios to drive product adoption, expansion, and retention as a strategic advisor. | Proven SaaS customer success experience with ability to influence C-level executives and strong analytical and communication skills. | 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 $90,000 USD 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

Define and execute global customer support strategy managing multi-tiered teams and BPO partnerships to ensure operational excellence. | 10+ years in customer support or operations with 5+ years in senior leadership managing multi-tiered support and vendor partnerships. | SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Senior Director of Customer Support to lead and scale our global support organization. This role is responsible for overseeing a multi-tiered support model, including a BPO partner delivering Tier 1 support, an in-house Enterprise Support team, and a Tier 3 Technical Support organization. The ideal candidate brings strong operational leadership, deep experience managing outsourced support partnerships, and a passion for delivering exceptional customer experiences at scale.This role is accountable for operational performance, customer satisfaction, and continuous improvement of support systems and processes. SOCi expects to pay a base salary in the range of $180,000 - $210,000 USD base plus bonuses. 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’ll Make an Impact Support Strategy & Leadership Define and execute a comprehensive customer support strategy across Tier 1 (BPO), Tier 2 (Enterprise), and Tier 3 (Technical Support). Build a high-performing, customer-centric support organization aligned with company goals and growth. Establish KPIs, SLAs, and performance frameworks to ensure consistent, high-quality support delivery. BPO Partner Management (Tier 1) Own the relationship with the BPO partner delivering Tier 1 support. Drive accountability for performance metrics including CSAT, response/resolution times, and quality assurance. Partner with vendor leadership to optimize staffing, training, and operational efficiency. Implement continuous improvement processes to enhance customer experience and reduce escalations. Enterprise Support Leadership (Tier 2) Lead the Enterprise Support team responsible for high-value and strategic customers. Ensure white-glove service delivery, proactive engagement, and strong customer advocacy. Partner closely with Customer Success, Sales, and Account Management teams to support retention and expansion. Tier 3 / Technical Support Oversight Oversee Tier 3 support handling complex technical issues, escalations, and root cause analysis. Collaborate with Engineering and Product teams to drive issue resolution and long-term fixes. Ensure effective knowledge transfer between Tier 3 and upstream support tiers. Operational Excellence Design scalable processes, tools, and workflows across all support tiers. Leverage data and analytics to identify trends, improve efficiency, and reduce ticket volume. Drive adoption of self-service, automation, and AI where appropriate. Cross-Functional Collaboration Act as the voice of the customer internally, influencing Product, Engineering, and Go-To-Market teams. Partner with Product to improve product quality and reduce support burden. Collaborate with RevOps and Customer Success Operations teams on tooling, reporting, and process alignment. Team Development & Culture Recruit, develop, and retain top support leadership and talent. Foster a culture of accountability, continuous improvement, and customer obsession. Build clear career paths and development programs across support functions. What You’ll Need to be Successful Remote Opportunity: Ability to work 100% remotely Must Have: 10+ years of experience in customer support or customer operations, with at least 5+ years in senior leadership roles. Proven experience managing BPO/vendor support operations at scale. Experience leading multi-tiered support organizations (Tier 1–3), including enterprise and technical support. Strong operational and analytical mindset with experience defining and managing KPIs and SLAs. Demonstrated ability to partner cross-functionally with Product, Engineering, and GTM teams. Excellent communication, leadership, and stakeholder management skills. Experience in SaaS or high-growth technology environments strongly preferred. Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned Desired Skills (but not required): Experience scaling global support organizations. Familiarity with support technologies (e.g., Zendesk, Salesforce Service Cloud, Intercom). Background in implementing automation, AI, or self-service strategies. Strong financial acumen, including vendor budgeting and cost optimization. This position will remain open with applications due by May 8, 2026. This position is being hired on an urgent basis. The application window may close before May 8, 2026 if SOCi receives a sufficient number of applications to select a candidate prior to that date. 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