Manager, Customer Success

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Manager of Customer Success to coach and support a team of Customer Success Managers to deliver consistent, high-quality customer experiences. This role focuses on day-to-day team leadership, reinforcing best practices, and ensuring customers see clear value from their SOCi investment. A key component of this role is overseeing customers who operate within Multifamily Property Management. Experience managing large property management customer relationships is critical, as this role helps guide CSMs through the unique dynamics and complexity of those motions. The Manager works cross-functionally to drive coordinated execution across the customer journey, resolve issues efficiently, and support initiatives that strengthen customer health, adoption, and retention.

SOCi expects to pay a base salary in the range of $100,000 - $138,000 CAD base plus bonuses/commission. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.  

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!
How You’ll Make an Impact

• 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.
  

What You’ll Need to be Successful:

• Hybrid Opportunity: This role is fully remote until our Vancouver, BC and Toronto, ON offices are established. Once the offices are in place, it will transition to a hybrid model, with a 50/50 split between remote and in-office work.
• Must Have:  
• 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

This position will remain open with applications due by January 25, 2026. This position is being hired on an urgent basis. The application window may close before January 25, 2026 if SOCi receives a sufficient number of applications to select a candidate prior to that date.