Customer Success Manager
SOCi, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$100,000 - CA$138,000 per year
Job Level
Mid-LevelSenior
About the role
- Manage, coach, and develop a team of Customer Success Managers (CSMs), providing clear expectations, feedback, and operational guidance.
- Monitor team performance across KPIs tied to retention, adoption, engagement, and customer satisfaction.
- Support CSMs in building and executing Success Plans that help customers achieve meaningful outcomes and mitigate risk.
- Ensure CSMs maintain strong, multi-threaded relationships within their accounts and act as trusted advisors to their customers — including navigating M&A of properties, as well as changing industry regulations.
- Guide the team in supporting high-volume, high-impact Property accounts with clear processes, repeatable playbooks, and strong cross-functional alignment.
- Partner closely with sales, implementation, support, and product teams to ensure alignment on key initiatives and a smooth, cohesive customer experience.
- Assist in managing customer escalations by coordinating with internal teams to ensure timely communication and resolution.
Requirements
- 1–2 years of people management or team lead experience, with 3–5+ years of Customer Success experience
- Experience working with or directly within the multifamily property industry, with a strong understanding of the dynamics, stakeholders, and operational requirements of the industry
- Strong analytical, organizational, and problem-solving skills
- Ability to work cross-functionally and collaborate effectively to resolve issues and improve customer experience
- Strong interpersonal and consultative communication skills
- Motivated coach with a track record of developing and supporting team performance
- Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
Benefits
- Health insurance plans, dental, and vision
- Wellness incentives
- 401(k) plan with employer match
- Flexible paid time off
- Quarterly wellness days
- Paid holidays
- Unique employee engagement programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KPI monitoringSuccess Plans executioncustomer escalations management
Soft skills
coachingteam managementanalytical skillsorganizational skillsproblem-solving skillscross-functional collaborationinterpersonal skillsconsultative communication