SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced
Manager of Customer Success - Property 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.
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:
- Remote Opportunity: This role is fully remote in ON and BC.
- 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.
What SOCi Provides to You- Comprehensive Benefits Package (full-time permanent, non-contract roles only)
- Health insurance plans, dental, and vision
- Wellness incentives
- 401(k) plan with employer match
- Flexible Work Environment (full-time, non-contract roles only)
- Flexible paid time off
- Quarterly wellness days
- Paid holidays
- Unique employee engagement programs
- Empowering Career Growth and Success
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