We’re looking for a Customer Success Manager to manage a select portfolio of customers. In this role, you will collaborate with internal stakeholders to onboard customers and ensure that they have the tools and resources to achieve their business goals on social. You will guide customers to success on their social journey and support business outcomes while being responsible for user adoption, revenue retention and growth, and customer advocacy. You will actively engage in periodic dialogues and quarterly business reviews, providing regular product release updates, and metrics. In this role, you will report to the Senior Manager, Customer Success.
WHAT YOU’LL DO:
- Own the day to day relationship management for a book of business, guiding customers to success on their social journey with Hootsuite’s Enterprise and partner products.
- Partner with Professional Services to onboard customers, develop and maintain Mutual Account Plans, lead success reviews, and ensure success plan development and delivery against customer goals by leveraging tools and analytics
- Develop relationships with customers in assigned vertical(s). Gauge customer progress and preferences by actively engaging in periodic dialogues and quarterly business reviews, providing regular product release updates, and metrics
- Demonstrate expertise in Hootsuite's products and social media by keeping up with industry trends and best practices.
- Actively monitor account health and adoption throughout the length of the relationship, and ensure high uptake of Hootsuite and partner products by analyzing data/metrics/industry trends, and intervening with adoption strategies that showcase how customers can enhance their workflows and better use our products to derive further value.
- Collaborates with Account Manager to develop account strategies and to identify qualified leads (CSQL) for account expansion.
- Log feature requests and update customer account notes in Salesforce. Identify and escalate potential account risks, as required
- Collaborate with Customer Success teammates to meet and exceed quarterly regional targets, while being accountable for individual quarterly metrics including Personal Net Renewal Rate, CSQL, Customer Health, Adoption, and Advocacy.
- Perform other related duties as assigned.
WHAT YOU’LL NEED:
- Intermediate customer-facing / account management experience, preferably in the technology (SaaS) industry; proven success managing a customer portfolio with record of successful adoption
- Demonstrated knowledge of social media and/or social marketing and business use of social
- Tech Savvy: Ability to quickly learn new technologies and explain software features and social media concepts to customers in a simple, succinct manner
- Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
- Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
- Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding, support new owls with internal training & collaboration sessions
- Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess importance of tasks and decisions
- Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
- Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
- Negotiation: successfully obtain commitment to a solution or idea, while maintaining integrity and relationships
WHO YOU ARE:
- Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
- Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
- Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
- Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
- Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
- Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
- Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
- Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
- Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.
In all we do, our six guiding principles light the way:
Step Up: Dare to go beyond the expected to achieve greatness. #StepUp
One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe
Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed
Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies
Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
#LI-AA1
Note. The below pay range represents the base pay for this position.
Variable Pay. In addition, the role is eligible for Hootsuite’s Sales Compensation Program. Candidates who advance will receive further details during the interview process.
Note. The below pay range represents the base pay for this position.
Variable Pay. In addition, the role is eligible for Hootsuite’s Sales Compensation Program. Candidates who advance will receive further details during the interview process.
Use of AI in Hiring
Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our Careers Privacy Policy.
Skills Required
- Intermediate customer-facing / account management experience in the technology (SaaS) industry
- Demonstrated knowledge of social media and/or social marketing
- Ability to quickly learn new technologies and explain software features
- Customer focus with a desire to help others
- Collaborative teamwork skills
- Strong communication skills both written and verbally
- Ability to prioritize and assess the importance of tasks
- Commitment to achieving results
- Logical problem-solving approach
- Negotiation skills
What We Do
Hootsuite has been on the pulse of how people use social media for over a decade. As the global leader and world’s first social media management platform, we put social to work in every corner of every organization, from the smallest business to the largest enterprise. We are committed to helping customers harness the power of social media to ignite their brand and business. How? Over time, we’ve adapted our software to help businesses reach their customers more efficiently across multiple platforms, improve their customer service and gain deeper analytics and consumer insights. Through our deep expertise in social media management, social insights, employee advocacy, and social customer care, we empower organizations to strategically grow their brands, businesses, and customer relationships – while guiding them through the wild world of social media. Put simply, we help our customers with: Social media marketing: Create, schedule, publish, and manage content and ad campaigns across social networks from a single dashboard. We help maximize the impact of social marketing by providing real-time insights, so customers can focus on other areas of their business. Social care: By combining the power of conversational AI with the human touch of our customers’ team(s), our customer messaging platform delivers exceptional customer experiences at scale. Social customer care: We help our customers meet their customers where they are at. Using Hootsuite, businesses can view and manage all of their customer conversations in one dashboard, providing service that’s seamless and personal.
Why Work With Us
As the creators of social media management, Hootsuite has been on the pulse of this dynamic and ever-changing space since our inception. Working at Hootsuite means being at the forefront of social innovation, tapping into courageous creativity to guide customers through the wild world of social, and helping to define what it means to ‘be social.’
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