Senior Customer Success Manager

1 week, 4 days ago
Full-time
Senior
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

  • Lead day-to-day relationship management for a book of high-value enterprise customers and guide them to success with Hootsuite’s Enterprise and partner products.
  • Build and maintain strong relationships with users, decision-makers, and executive sponsors across complex customer accounts.
  • Develop deep expertise in Hootsuite’s products, social media, industry trends, and best practices.
  • Onboard customers successfully, define Mutual Account Plans, lead success reviews, run value workshops, and hold regular check-ins.
  • Monitor account health and product adoption, and intervene with adoption strategies to improve workflows and outcomes.
  • Collaborate with Account Managers to develop account strategies and identify qualified leads for expansion.
  • Advocate for product features and improvements by representing the voice of the customer to internal product teams.
  • Work cross-functionally to support customer adoption, change management, and regional performance targets.
  • Track and contribute to individual and team metrics including net renewal rate, CSQL, customer health, adoption, and advocacy.
  • Participate in internal training, knowledge sharing, and collaboration sessions.

Requirements

  • 5-8 years of customer-facing or account management experience, preferably in the technology/SaaS industry.
  • Proven success managing a customer portfolio with a record of strong adoption outcomes.
  • Solid knowledge of social media and/or social marketing, including business use cases for social media.
  • Ability to quickly learn new technologies and explain software features and social media concepts clearly and succinctly.
  • Strong customer focus with a proactive approach to serving internal and external customers.
  • Ability to collaborate effectively with others and prioritize team outcomes.
  • Clear written and verbal communication skills, including active listening and asking clarifying questions.
  • Strong priority-setting, problem-solving, influence, and commitment-to-results capabilities.
  • Creative and innovative mindset with a willingness to seek better ways of doing things.
  • Remote applicants in Canada and the USA are eligible, with a hybrid option near Toronto or Vancouver offices.

Benefits

  • Remote work available for applicants in Canada and the USA, with hybrid flexibility near Toronto or Vancouver.
  • Canada pay range of $80,000–$112,000 CAD.
  • US pay range of $90,000–$126,000 USD.
  • Opportunity to work with enterprise customers on social media strategy and customer success outcomes.
  • Use of AI in the hiring process is disclosed, with final decisions made by human reviewers.

Interested in this position?

Apply directly on the company website

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