SOCi

SOCi , the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Enterprise Customer Success Manage r to serve as the strategic account leader, driving transformative initiatives and building enduring relationships with our top-tier customers. Your role will encompass preemptive churn mitigation, revenue growth initiatives, and fostering strategic partnerships to redefine customer success. Drawing from deep industry knowledge and innovative strategies, you will orchestrate internal and external endeavors to shape the future of product adoption and customer expansion. SOCi expects to pay a base salary in the range of $105,000 - $150,000 CAD base plus 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 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 ! How You’ll Make an Impact Lead strategic initiatives to preemptively identify and avoid churn risks across a diverse and complex customer portfolio. Drive transformative revenue growth initiatives for our top-tier customer base, shaping the future of product adoption and pioneering new avenues for customer expansion and loyalty. Orchestrate and lead transformative internal and external endeavors, building relationships across all functional areas including sales, onboarding, support, product management, finance, and operations. Establish and cultivate strategic partnerships with our clientele, embodying the pinnacle of trusted advisory roles and setting the gold standard for relationship depth and quality. Conduct deep dives into lifecycle metrics, optimizing strategies for onboarding, enablement, adoption, and retention, and ensuring seamless execution through collaborative resource marshaling. Serve as a mentor to junior team members, leveraging enterprise-level customer success experience to shape customer outcomes and drive team excellence. Demonstrate mastery in organizational acumen, orchestrating tasks and steering high-stakes priorities with precision and foresight, while remaining committed to personal, team, and company achievement. Prioritize the customer at the forefront, exhibiting technical mastery and sales leadership enriched by experience in local marketing, social marketing, or reputation management. Utilize strong analytical, problem-solving, and communication skills to develop quick, accurate situational awareness and craft memorable presentations that resonate with diverse audiences. Interact with and influence C-level executives, exemplifying an adeptness in conceptualizing and executing solutions for intricate customer dilemmas. What You’ll Need to be Successful Remote Opportunity: Ability to work 100% remotely Must Have : 8+ years of deep enterprise-level customer success experience, with a track record of shaping customer outcomes and mentoring junior team members. Extensive experience leading and significantly impacting sales and advanced customer success outcomes. Driven by personal, team, and company achievement, with a commitment to excellence. Strong analytical, problem-solving, and communication skills, with an understanding of situational best practices. Proven track record of interacting with and influencing C-level executives. 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 in SaaS, Local Search, Social Media Management, and enterprise software is preferred. Fluency in French, Spanish, or German is a plus Education : Bachelor's degree or equivalent education and relevant experience. This position will remain open with applications due 30 days after this role has been posted. This position is being hired on an urgent basis. The application window may close before the aforementioned date 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

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 Agentic Workforce Adoption Manager is responsible for driving the active adoption of SOCi’s AI-powered capabilities and ensuring customers realize measurable, high-value business outcomes. This role plays a critical part in SOCi’s strategic evolution from a platform-centric solution to an AI-first, outcome-driven model. You will help customers transition from manually executing work within a platform to leveraging SOCi’s Agentic Workforce solutions to get work done autonomously. Operating as a performance-driving specialist within the Customer Success organization, you will partner closely with Customer Success Managers (CSMs), Product, Sales, and Customer Delivery teams to identify adoption opportunities, eliminate friction, and accelerate time-to-value. You will work directly with customer teams to educate, guide, and influence behavior—ensuring our AI capabilities are fully embedded into their day-to-day operations to boost retention and account expansion. Responsibilities Core Focus & Impact Drive AI Adoption: Lead the transition of customer workflows from manual platform usage to AI agent-based execution across assigned accounts. Accelerate Value Delivery: Shorten customer time-to-first-agent and accelerate time-to-value to ensure early, sustained success. Enable Operational Shift: Help customers "hire, onboard, train, and operationalize" SOCi’s AI agents directly into their unique business processes. Lead Customer Engagements: Structure and deliver high-quality discovery sessions, adoption workshops, webinars, and value realization reviews. Cross-Functional Collaboration: Partner with CSMs to identify, prioritize, and capture high-impact AI opportunities. Collaborate with Product teams to provide structured feedback on adoption hurdles, customer needs, and feature prioritization. Enable Sales and CS by providing positioning strategies, messaging, and playbooks that align AI adoption with growth opportunities. Translate Capabilities to Value: Turn technical AI functionality into clear, outcome-oriented use cases aligned with customer business goals (e.g., ROI, efficiency gains, and business impact). Build Playbooks: Develop, refine, and contribute to repeatable adoption frameworks, enablement materials, and best-practice playbooks. Uncover & Remove Friction: Identify adoption barriers and work cross-functionally to clear operational and technical roadblocks for the customer. Requirements Minimum Qualifications 4–6+ years of experience in Customer Success, Professional Services, Consulting, or relevant SaaS customer-facing roles. Proven experience working directly with B2B SaaS customers in post-sale environments. Demonstrated track record of driving software product adoption and successfully influencing user behavior change. Exceptional communication, presentation, and customer enablement skills. Ability to thrive and collaborate effectively across cross-functional teams in a fast-paced environment. Bachelor’s degree or equivalent practical experience. Preferred Qualifications Hands-on experience working with AI-driven solutions or advanced technology in SaaS environments. Experience serving enterprise or multi-location/franchise customer models. Proven ability to lead structured customer workshops, enablement sessions, and strategic reviews. Solid grasp of the SaaS customer lifecycle, user adoption drivers, and value realization frameworks. Industry background or familiarity with MarTech, local marketing platforms, or enterprise software ecosystems. SOCi expects to pay a base salary in the range of $80,000 to 100,000 CAD base salary. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training. 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