Director, Customer Success

SOCi, Inc.

. Develop and maintain situational awareness of the SOCi business and drivers of customer health, retention, adoption, and satisfaction .

Posted 10/19/2026full-timeRemote • United StatesLead💰 $150,000 - $187,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success operations, including onboarding, training, and churn management, while leveraging customer success software such as Salesforce and Gainsight to drive customer satisfaction and retention. Proven ability to analyze customer data, define KPIs, and facilitate collaboration across teams to enhance service delivery and achieve business objectives.

Highest-signal resume keywords

Customer Success OperationsSalesforce ProficiencyKPI Definition and ReportingCross-Functional CollaborationAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementOnboarding ProcessesChurn Reduction StrategiesData AnalysisReporting DashboardsProcess DocumentationSaaS ExperienceCRM SoftwareMS Excel ProficiencyMS PowerPoint Proficiency

Soft Skills

Effective CommunicationInterpersonal SkillsSolution-Oriented MindsetTeam CollaborationCoachability

Tools & Technologies

SalesforceGainsightMindTickleServiceCloudSalesloftPardot

Certifications & Qualifications

BS or Equivalent EducationMA/MS/MBA Preferred

Industry Keywords

Customer HealthRetentionAdoptionCustomer JourneySocial Media ManagementEnterprise Software

About the role

Key responsibilities & impact

Develop and maintain situational awareness of the SOCi business and drivers of customer health, retention, adoption, and satisfaction
Improve onboarding, training, support, customer success management, expansion, renewal, critical account management, and churn processes
Create and evolve customer journey process artifacts, playbooks, and process documents
Implement and manage customer success software including Salesforce, Gainsight, MindTickle, ServiceCloud, Salesloft, and Pardot
Maximize customer success software usage and coordinate with vendors on functionality
Drive customer data quality and integrated customer records
Define and operationalize KPIs, reporting dashboards, and workflows for customer lifecycle, retention, and risk management
Provide executives and customer success leaders with scheduled and ad-hoc reporting and customer insights
Fulfill ad-hoc reporting requests and identify reporting improvements
Create and maintain training for processes and software configurations
Train new hires on customer success software tools
Facilitate collaboration between customer success and product development regarding serviceability, roadmap prioritization, and product quality
Partner with customer success leadership and finance on renewals, expansion, churn forecasting, and compensation attainment
Identify customer candidates for expansion and upsell opportunities
Guide workload and account-assignment evaluations to forecast redistribution or hiring needs
Lead CSM onboarding and ongoing enablement
Conduct root-cause analyses and post-mortems for lost accounts and implement churn-reduction improvements
Manage the customer success tools and technology roadmap
Perform other duties as assigned

Requirements

What you’ll need

7+ years verifiable experience in customer success operations or equivalent experience such as sales operations or business operations
Effective communication skills, both written and verbal
Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
Driven by personal, team and company achievement with a commitment to excellence
Strong interpersonal skills and proven success in cross-functional collaboration
Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
Experience and comfort interacting with and influencing C-level executives
Advanced proficiency with MS Word, MS PowerPoint, and MS Excel
Comfortable with Salesforce; experience with CRM or SaaS support software is a plus
Ability to lead, manage or influence internal SOCi resources and customer resources to achieve successful outcomes
Experience in SaaS, Social Media Management, and enterprise software
BS or equivalent education and relevant experience
MA/MS/MBA preferred
Coachable, open to feedback and dedicated to constant self-improvement

Benefits

Comp & perks

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
Empowering Career Growth and Success