Customer Success Manager

1 hour ago
Full-time
Mid Level
Customer and Technical Support
Hootsuite

Hootsuite

Hootsuite is the world's most widely used social media management tool, offering scheduling, content creation, analytics, and social listening in one platform. It helps businesses manage social media campaigns across multiple networks with advanced fea...

Media
10K-50K
Founded 2008
$315M raised

Description

  • Own day-to-day relationship management for a book of business and guide customers through their social journey with Hootsuite’s Enterprise and partner products.
  • Partner with Professional Services to onboard customers and develop, maintain, and execute Mutual Account Plans and success plans.
  • Lead success reviews, quarterly business reviews, and periodic customer dialogues to track progress, preferences, and business goals.
  • Provide regular product release updates, metrics, and guidance to help customers get more value from Hootsuite products.
  • Monitor account health, adoption, and customer risks throughout the relationship and intervene with adoption strategies when needed.
  • Collaborate with Account Managers to develop account strategies and identify qualified leads for account expansion.
  • Log feature requests and maintain customer account notes in Salesforce.
  • Work with Customer Success teammates to meet regional targets and individual metrics for renewal, adoption, advocacy, and health.
  • Keep up with social media industry trends and best practices to demonstrate product and domain expertise.

Requirements

  • Intermediate customer-facing or account management experience, preferably in the technology (SaaS) industry.
  • Proven success managing a customer portfolio with a record of successful adoption.
  • Demonstrated knowledge of social media and/or social marketing and the business use of social.
  • Ability to quickly learn new technologies and explain software features and social media concepts in a simple, succinct manner.
  • Strong customer focus with a proactive approach to helping internal and external customers meet their needs.
  • Ability to collaborate effectively and contribute to team results.
  • Clear written and verbal communication skills, including active listening and asking clarifying questions.
  • Strong priority-setting skills and the ability to focus on the most important issues and opportunities.
  • Commitment to results with a track record of high performance.
  • Organized and logical problem-solving skills, with the ability to identify root causes and reach solutions.
  • Ability to negotiate solutions while maintaining integrity and relationships.

Benefits

  • Base pay of $63,800–$89,400 CAD for Canada or $73,100–$102,300 USD for the U.S.
  • Eligible for Hootsuite’s Sales Compensation Program with variable pay.
  • Accommodations provided upon request during the selection process.

Interested in this position?

Apply directly on the company website

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