The Role:
SoHo is hiring an Associate Director, Client Success to lead strategic portfolio relationships across our hospitality social media management business.
This role reports to the Director of Client Success - Social and serves as a senior strategic partner across assigned hotel management companies, ownership groups, and multi-property hospitality portfolios.
The Associate Director will oversee a portfolio of key accounts, lead executive-level client relationships, support portfolio growth initiatives, and help ensure strong client retention and operational excellence across social media programs.
This role is ideal for someone with strong hospitality marketing experience who understands how to navigate both corporate and property-level relationships within complex hospitality organizations.
Responsibilities:
- Lead Portfolio Strategy: Serve as the senior strategic lead across a portfolio of hospitality accounts, advising clients on social media, engagement, and digital marketing strategy.
- Oversee Portfolio Programs: Guide social media programs across multiple hotel properties, ensuring strategic alignment, consistent standards, and flexibility to meet individual property needs.
- Build Client Partnerships: Develop trusted relationships with senior marketing and commercial stakeholders, lead strategic planning and executive business reviews, and align social initiatives with broader business goals.
- Drive Growth & Retention: Strengthen client relationships, support renewals and retention, and identify opportunities for portfolio expansion across properties, services, and business units.
- Lead Cross-Functional Execution: Partner with internal strategy, creative, paid media, client success, community management, project management, and delivery teams to ensure programs are aligned, effective, and proactively managed.
- Measure & Communicate Impact: Lead performance reporting and QBRs, translating social and digital performance into actionable insights, business recommendations, and opportunities to improve visibility, engagement, reputation, and client outcomes.
Success Criteria:
- Portfolio retention
- Client satisfaction / NPS
- Expansion revenue support
- Strategic account growth
- QBR quality and executive engagement
- Portfolio health and stability
- Successful rollout and coordination across properties
What you bring to the table:
Experience
- 7+ years of experience in:
- Client Success
- Strategic Account Management
- Hospitality marketing
- Social media management
- Agency account leadership
- Experience managing multi-property hospitality portfolios strongly preferred
- Experience working with hotel management companies or major hospitality brands preferred
Skills- Executive-level communication
- Hospitality marketing expertise
- Social media strategy leadership
- Multi-stakeholder relationship management
- Strategic account planning
- Presentation and storytelling skills
- Operational leadership
- Commercial and growth-oriented mindset
