Senior Director, Customer Success

📋 Description

• • Own the end-to-end vision, strategy, and execution for SOCi’s Customer Success organization, directly influencing the retention and expansion of nearly 1,000 marquee multi-location brands such as Ford, Ace Hardware, Kumon, and Liberty Tax. You will architect scalable playbooks that turn our AI-powered CoMarketing Cloud into indispensable daily infrastructure for 100,000+ local storefronts.
• • Lead, mentor, and scale a high-performing Customer Success team across onboarding, adoption, value realization, renewal, and expansion motions. You will hire, coach, and retain top-tier CSMs, renewals managers, implementation leads, and customer marketing specialists while instilling a culture of data-driven decision-making and customer obsession.
• • Translate customer health metrics (NPS, CSAT, product adoption, ROI dashboards) into predictive insights that proactively surface churn risk and expansion whitespace. You will partner with Data Science and Product to embed these signals into automated workflows that trigger the right human or AI intervention at the right moment.
• • Drive platform adoption and stickiness by designing outcome-based success plans for every tier of customer—from single-market franchisees to Fortune 500 enterprises with 5,000+ locations. Your programs will accelerate time-to-first-value to <30 days and establish quarterly business reviews that quantify marketing impact in dollars, not vanity metrics.
• • Collaborate cross-functionally with Sales, Product, Marketing, and Engineering to close the feedback loop between customer pain points and roadmap priorities. You will represent the voice of the customer in quarterly OKR planning and ensure that every new feature release is accompanied by adoption campaigns that move the retention needle.
• • Establish executive-level relationships with key accounts, acting as a trusted advisor who can articulate how SOCi’s AI workforce replaces the need for 1,000 local marketers while delivering 10x ROI. You will quarterback joint success plans, co-marketing initiatives, and reference programs that turn customers into passionate advocates.
• • Own the renewal and expansion forecast, partnering with Sales Ops and Finance to model churn risk, upsell pipeline, and net-revenue-retention targets. You will build a disciplined QBR cadence that locks in multi-year renewals six months in advance and identifies expansion opportunities worth 20–30% ARR growth.
• • Champion operational excellence by implementing a unified customer tech stack (Gainsight, Salesforce, Tableau, Pendo) that provides a 360° view of the customer journey. You will define SLAs, playbooks, and KPIs that scale efficiently as the customer base doubles year-over-year.
• • Evangelize customer success stories both internally and externally—through webinars, case studies, and industry conferences—positioning SOCi as the undisputed leader in AI-powered marketing for multi-location enterprises. Your thought leadership will fuel demand generation and employer branding efforts.
• • Foster a remote-first culture of continuous learning, psychological safety, and high performance. You will institutionalize weekly win-sharing, monthly skill workshops, and quarterly off-sites that keep the team connected, motivated, and equipped to delight customers at every touchpoint.