What benefits does SOCi offer?

SOCi's job postings list health, dental and vision insurance plans, wellness incentives, and a 401(k) plan with an employer match. Time off includes flexible paid time off, quarterly wellness days and paid holidays. These benefits apply to full-time, permanent, non-contract roles.

Does SOCi include salary ranges in its job postings?

Yes, most of them. SOCi's postings generally state an expected base salary range in US or Canadian dollars. For sales and customer-facing roles, the range is listed as base pay plus commission or bonuses.

What is onboarding like at SOCi?

SOCi's Learning and Development team runs an onboarding program that guides new hires through their first 90 days. People managers also get the LEAD program, which provides training, resources and mentorship for leaders.

Are any SOCi roles office-based?

Yes. Most roles are remote, but SOCi also has an office in Manila, Philippines, and some customer success roles there are on-site. Check the location line on each posting before applying.

Associate Customer Success Manager SMB (On-site) (Onsite) at SOCi

Job Description

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).

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.

Benefits & Perks

Health & Wellness

Health Insurance

Full-time, permanent employees can choose from SOCi's health insurance plans as part of the company's comprehensive benefits package.

Dental Insurance

Dental coverage is part of SOCi's comprehensive benefits package for full-time, permanent employees, offered alongside its health and vision plans.

Vision Insurance

Vision coverage is part of SOCi's comprehensive benefits package for full-time, permanent employees, offered alongside its health and dental plans.

Wellness Programs

SOCi offers wellness incentives and gives full-time employees quarterly wellness days off.

Life Insurance

SOCi's insurance benefits include life insurance, with supplemental life and AD&D coverage also available.

Disability Insurance

Disability insurance is part of SOCi's insurance benefits, listed alongside occupational accident coverage.

Flexible Spending Account (FSA)

SOCi offers a flexible spending account for pre-tax healthcare expenses, alongside a health savings account option.

Health Savings Account (HSA)

A health savings account is available to SOCi employees for tax-advantaged medical savings, alongside an FSA option.

Mental Health Benefits

SOCi's benefits include mental health support in addition to its employee assistance program.

Employee Assistance Program

SOCi employees have access to an employee assistance program for confidential personal and work support.

Financial

401(k) / Retirement Plan

SOCi offers a 401(k) retirement plan to full-time, permanent employees as part of its comprehensive benefits package.

401(k) Match

SOCi adds an employer match to employees' 401(k) contributions for full-time, permanent staff.

Equity / RSUs

Company equity is part of SOCi's compensation package.

Performance Bonus

SOCi lists performance bonuses among its financial benefits, and some roles are paid base plus bonuses or commission.

Time Off

PTO / Vacation

Full-time, non-contract employees receive flexible paid time off, alongside quarterly wellness days and paid holidays.

Paid Holidays

Full-time, non-contract employees receive paid company holidays in addition to flexible paid time off and quarterly wellness days.

Bereavement Leave

SOCi grants bereavement leave following the death of a loved one, separate from flexible PTO.

Sick Days

SOCi provides paid sick days in addition to flexible paid time off.

Remote & Equipment

Company Offsites / Retreats

SOCi hosts regional in-person events, called Executive Connects, where remote employees meet and build connections.

Family & Care

Parental Leave

SOCi offers parental leave to new parents, alongside family medical leave.

Professional Growth

Mentorship Program

SOCi's LEAD program gives people leaders structured training, resources and mentorship.

Learning & Development Budget

SOCi's Learning & Development team runs a 90-day onboarding program for new hires, and the company supports a learning budget for books and online courses along with career coaching.

Conference Attendance

Job training and conference attendance are part of SOCi's professional development offering.

Culture & Perks

Employee Recognition Awards

SOCiStrong is the company's peer-to-peer recognition program for celebrating colleagues' contributions.

Volunteer Time Off

SOCi employees receive paid time to volunteer in their communities.

Team Events & Social Budget

SOCi organizes company outings and employee engagement programs for its team.

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Who We Are

MINIMUM QUALIFICATION

PREFERRED QUALIFICATION

Benefits & Perks

Health & Wellness

Financial

Time Off

Remote & Equipment

Family & Care

Professional Growth

Culture & Perks

Tech Stack

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Infrastructure

CMS & Content

Hosting

Analytics & Monitoring

Sales & CRM

Integrations

Frequently Asked Questions