Associate Customer Success Manager SMB (On-site)

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 Associate Customer Success Manager (SMB) is an individual contributor responsible for managing a high-volume portfolio of small business customers. In this role, you will specifically support our North American accounts; therefore, this position operates during standard US working hours. This role serves as the primary post-sale point of contact, owning the customer relationship and gross revenue retention (GRR) through consistent execution of SOCi’s defined customer engagement model. The Associate CSM partners with customers to drive product adoption, engagement, and value realization while proactively identifying risks to retention. This role operates within established processes and playbooks, focusing on operational excellence, responsiveness, and effective execution.

Responsibilities: 

• Managing a high-volume portfolio of SMB customers
• Executing the defined customer engagement model, including cadence-based outreach, success planning, and customer communications
• Owning the customer relationship and acting as the primary point of contact for all customer needs and escalations.
• Driving product activation and early adoption.
• Monitoring customer health signals and identifying potential churn risks.
• Escalating risks and coordinating issue resolution with internal teams.
• Owning retention activities within the assigned book of business and partnering with Sales on renewal negotiations and contracts.
• Identifying and surfacing potential expansion opportunities to the Sales growth team.
• Conducting scalable outreach campaigns (email, webinars, digital engagement).
• Documenting customer interactions and insights in CRM systems.
• Partnering cross-functionally with Implementation Services, Support, Product, and Sales.

MINIMUM QUALIFICATION:

• 3+ years of experience in customer-facing roles (Customer Success, Account Management,
  Support, or 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.

PREFERRED QUALIFICATION:

• Experience working with SMB customers in a SaaS environment.
• Familiarity with CRM systems and customer health tools.
• Exposure to retention or renewal processes.
• Bachelor’s degree in Business, Communications, Marketing, or related field (or equivalent).