XTN-7B00667 | ASSOCIATE CUSTOMER SUCCESS MANAGER

The Associate Customer Success Manager (SMB) is an entry-level individual contributor responsible for managing a high-volume portfolio of small business customers. 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.

• Execute the defined engagement model, including scheduled outreach, customer touchpoints, and programmatic engagement
• Proactively engage assigned SMB customers to drive platform usage, adoption, and value realization
• Establish and maintain customer relationships to achieve retention targets within assigned accounts
• Track customer health metrics and escalate risks appropriately using defined processes
• Own retention outcomes (GRR) within assigned accounts and ensure customer readiness for renewal in partnership with Sales
• Surface expansion signals and opportunities to Sales based on customer usage and needs
• Maintain accurate account documentation, activity tracking, and reporting in CRM systems
• Follow established workflows for issue escalation and resolution
• Continuously build product, process, and industry knowledge

The responsibilities of this role include:

• 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

• 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
• 2+ 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
  
  

• Building Trusting Relationships - The ability to build trusting , collaborative relationships and rapport with different types of people and business. This includes delivering on commitments and maintaining confidential information, as well as being approachable, showing interest in the other person, and relating well to people regardless of personality or background.
• Communication - The ability to convey information clearly and accurately, as well as choosing the most effective method of delivery (e.g., email, phone, face-to-face). This includes using a technically sound communication style both verbally and in writing.
• Creating the New and Different - The ability to be creative. This includes the ability to produce breakthrough ideas, being a visionary, managing innovation, seeing multiple futures, having broad interests and knowledge, and gaining support in order to translate new ideas into solutions. This also includes the ability to plan and implement unconventional ideas and speculate about alternative futures without all of the data.
• Decision Making - The ability to make quick, accurate decisions. This includes the ability to weigh alternatives and take into account the impact of the decisions on people, equipment, or other resources.
• Getting Work Done - The ability to be organized, resourceful, and planful. This includes the ability to leverage multiple resources to get things done and lay out tasks in sufficient detail. This also includes the ability to get things done with fewer resources and in less time, work on multiple tasks at once without losing track, and foresee and plan around obstacles.
• Time Management - The ability to quickly prioritize mission-critical from less important. This includes sensing what the next most useful thing is to work on, and focusing on the critical few tasks that add value while putting aside or delaying the rest.
• Analytical Skills - The ability to collect information and identify fundamental patterns/trends in simple to moderately complex data. This includes the ability to gather, integrate, and interpret information from several sources.