Manager, Customer Success - Property

SOCi is the leader in AI-powered marketing solutions for multi-location businesses. With its proprietary Genius AITM and suite of Genius AgentsTM, SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling the workload of 1,000 local marketersTM, 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:

Remote Opportunity: Ability to work 100% remotely

Must Have:

1–2 years of people management or team lead experience, with 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

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

What’s Important at SOCi

Led 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! Our 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.

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