Senior Director, Customer Success

Join to apply for the Senior Director, Customer Success role at SOCi, Inc. SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for an experienced Senior Director of Customer Success to lead and expand our Customer Success team to ensure our clients achieve maximum value from SOCi’s platform. You will develop strategies to enhance customer satisfaction, retention, and growth. This role requires a proactive leader with a deep understanding of customer success methodologies, a passion for client advocacy, and the ability to drive operational excellence. SOCi expects to pay a base salary in the range of $150,000 - $200,000 CAD 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 one of the fastest growing technology companies in the United States, ranking on the Inc. 5000 Fastest Growing Companies in America list for the last seven consecutive years. The leader in AI-powered marketing solutions for multi-location businesses, SOCi is trusted by nearly 1,000 top brands including Ford, Ace Hardware, Kumon, Liberty Tax, and more. At SOCi, our vision is to empower people to do what they love by providing intelligent software that can do the rest. 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. View more on our Awards & Accolades here How You’ll Make An Impact Lead and manage the Customer Success team, providing mentorship, guidance, and professional development opportunities. Develop and implement customer success strategies to enhance client satisfaction, retention, and growth. Drive the adoption and utilization of SOCi’s platform across the customer base. Collaborate with sales, product, and marketing teams to align customer success initiatives with business objectives. Analyze customer data to identify trends and areas for improvement, and implement solutions to address these areas. Act as a senior escalation point for customer issues, ensuring timely and effective resolution. Develop and maintain strong relationships with key customers, acting as a trusted advisor. Establish and track key performance indicators (KPIs) to measure the effectiveness of the Customer Success team. Lead initiatives to gather customer feedback and incorporate it into product development and service enhancements. Create and deliver presentations to executive leadership on the status of customer success efforts and outcomes. What You’ll Need To Be Successful Hybrid Opportunity: This role is fully remote until our Vancouver, BC and Toronto, ON offices are established. Once the office is in place, it will transition to a hybrid model, with a 50/50 split between remote and in‑office work. Must Have: 10+ years of experience in customer success, account management, or a related role, with at least 5 years in a leadership position. Proven track record of driving customer success in a SaaS or technology company. Strong leadership and people management skills, with the ability to inspire and motivate a team. Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders. Analytical mindset with the ability to interpret customer data and make data‑driven decisions. Strong problem‑solving skills and the ability to handle complex customer issues. Proficiency in customer success platforms and CRM tools. Ability to work in a fast‑paced environment and manage multiple priorities. Passion for customer success and a deep understanding of customer needs and challenges. Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned. Education: Bachelor’s degree in Business, Marketing, or a related field; MBA or advanced degree preferred. 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 Localized 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. SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. Please note that if selected for a position at SOCi, you will be required to complete an E‑Verify check to confirm your eligibility to work in the United States (if applicable). This position will remain open with applications due by November 16, 2025. This position is being hired on an urgent basis. The application window may close before November 16, 2025, if SOCi receives a sufficient number of applications to select a candidate prior to that date. #J-18808-Ljbffr