{"id":2879570,"url":"https://alion.io/job/soci-director-customer-success","title":"Director, Customer Success","company":{"id":688390,"name":"SOCi","domain":"soci.com","url":"https://alion.io/company/soci-2","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":10,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":38,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":150000,"max":187000,"currency":"USD","period":"year","gross":null,"usd_annual":187000},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Salesforce","optional":false}],"status":"closed","first_seen_at":"2026-10-19T19:12:54Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-20T20:19:15Z","board_verified":false,"closed_at":"2026-10-20T20:19:15Z","days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Who We Are\nSOCi 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.\nSOCi 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!\nThe Role:\nThe SOCi Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to customers’ unique business objectives. As the quarterback and driver of account onboarding, enablement, adoption, expansion, retention and end-user engagement, the Customer Success Team is directly impacting our rapid growth in enterprise social media management.\nThe Director of Customer Success Operations, in partnership with the Chief Customer Officer and the broader SOCi executive team, is responsible for envisioning, developing, implementing and reporting on processes, programs and technologies that enable the efficient and effective delivery of the SOCi customer success model. This role requires a deep understanding of the drivers of customer adoption, growth, retention, and overall customer satisfaction within the Software-as-a-Service industry. Key outcomes of this role include the definition and implementation of scalable, repeatable, and profitable delivery of post-sales services across all phases of the customer lifecycle including onboarding, training, support, customer success management, professional services and retention marketing. This role is responsible for driving measurable, continuous improvements in customer retention, revenue protection, revenue expansion and customer satisfaction. \nResponsibilities:\nWork in a cross functional manner to develop and maintain complete situational awareness of the SOCi business and understand key drivers to customer health, retention, adoption and overall satisfaction.\nMake recommendations to improve efficiencies through development and adoption of best practices related to the company's onboarding, training, support, customer success management, expansion, renewal, critical account management and churn processes and standardized procedures including playbooks and process documents.\nCreate and evolve all process artifacts and playbooks that align SOCi customer success in the deployment of the most impactful customer journey.\nImplement and manage customer success software - including Salesforce, Gainsight, MindTickle, ServiceCloud, Salesloft, and Pardot - to facilitate a fully integrated customer success operational model across the entire customer lifecycle. \nMaximize usage of all customer success software - working closely with vendors to ensure SOCi is leveraging the latest functionality to increase productivity and effectiveness across business processes.\nDrive customer data quality and efficient systems and process standards by partnering with cross-functional teams to build an integrated and accurate customer record.\nDefine, develop and fully operationalize KPIs, reporting dashboards and workflows that facilitate the analysis of customer data and drive actions across the entire customer success organization to proactively manage all phases for the customer lifecycle, retention and customer risk.\nProvide SOCi executive team and customer success leadership with regular reporting and customer insights as appropriate - both scheduled and ad-hoc.\nFulfill ad-hoc reporting requests and identify opportunities for improved reporting.\nCreate and maintain training on processes and customer success software system configurations.\nProvide training to new hires on customer success software tools.\nFacilitate the cross-functional relationship between customer success and product development to champion serviceability, roadmap prioritization and product quality with a focus on increasing customer success and retention.\nPartner with customer success leadership and finance in managing and refining the renewals, expansion and churn forecasting and compensation attainment process through the appropriate reports and dashboards.\nUsing accurate and timely data and dashboards, work with CSM’s and sales account executives to help identify top customer candidates for expansion / upsell opportunities.\nProvide data-driven guidance to the customer success and operations leadership team in evaluating CSM workload and account assignments to forecast account redistribution or hiring needs.\nLead CSM on-boarding and on-going enablement, including ensuring all processes are well-documented, centrally maintained and up to date.\nExecute detailed root cause analyses and post-mortem follow-up for all lost accounts and working with customer success leadership and sales rollout process improvements to help reduce identified churn risk with other customers,\nManage the tools and technology roadmap needed to support customer success\nOther duties as assigned.\nRequired Skills + Qualifications:\n7+ years verifiable experience in customer success operations or equivalent experience such as sales operations or business operations\nEffective communication skills, both written and verbal\nEnterprise-ready, solution-oriented mindset to understand and solve complex customer issues\nDriven by personal, team and company achievement with a commitment to excellence\nStrong interpersonal skills & proven success in cross-functional collaboration\nStrong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness\nExperience and comfort interacting with and influencing C-level executives\nAdvanced proficiency with MS Word, MS PowerPoint, MS Excel, comfortable with Salesforce and any experience with CRM or SaaS support software is a plus\nAbility to lead, manage or influence both internal SOCi resources as well as customer resources to achieve successful outcomes\nExperience in SaaS, Social Media Management and enterprise software\nBS or equivalent education and relevant experience - MA/MS/MBA Preferred\nCoachable, open to feedback and dedicated to constant self-improvement\nSOCi expects to pay a base salary in the range of $150,000 - $187,000 USD base salary. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training. \n\nWhat SOCi Provides to You\nComprehensive Benefits Package (full-time permanent, non-contract roles only)\nHealth insurance plans, dental, and vision\nWellness incentives\n401(k) plan with employer match\nFlexible Work Environment (full-time, non-contract roles only)\nFlexible paid time off\nQuarterly wellness days\nPaid holidays\nUnique employee engagement programs \nEmpowering Career Growth and Success \nWhat’s Important at SOCi\nLed 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!\nOur 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.\n #LI-Remote","description_format":"text","description_chars":7853,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Health insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketing Automation","Digital Marketing","Marketing & Sales AI"],"lifecycle":[{"event":"open","at":"2026-10-19T22:25:37Z"},{"event":"close","at":"2026-10-20T20:19:15Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":182500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":null,"pay":{"stated_usd_annual":187000,"is_top_pay":false},"html_url":"https://alion.io/job/soci-director-customer-success","json_url":"https://alion.io/job/soci-director-customer-success.json","meta":{"generated_at":"2026-10-25T00:55:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1429,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":688390},"rest":"https://alion.io/mcp/rest/get_company?id=688390"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsoci-director-customer-success"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsoci-director-customer-success"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsoci-director-customer-success"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/soci-director-customer-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsoci-director-customer-success"}]}