We’re looking for a Principal Customer Success Manager to partner with our highest-value clients. In this role, you’ll drive meaningful customer outcomes, retention, and growth by building strong executive relationships, delivering impactful business reviews, and offering data-driven recommendations. As a trusted advisor, you’ll help shape customer strategy, proactively reduce churn, and identify opportunities for expansion. You’ll also serve as a senior strategic consultant to clients and a mentor within the Customer Success team, sharing your expertise and driving excellence across the organization.This is a hybrid role and is open to applicants located within commuting distance of Hootsuite's London, UK office. In this role, you will report to the Manager, Customer Success. Please note, this is a contract position, until May 1, 2026.
WHAT YOU’LL DO:
- Serve as the main point of contact and manage a defined set of client accounts across your region with a focus on increasing client adoption and account growth
- Develop strong relationships based on trust and transparency with clients across various functions, including research, marketing, social, consumer insights and more
- Manage licence renewal discussions and negotiations for defined set of clients
- Drive value by providing insights and analyses to customers, ensuring that they get the most out of our products with the aim of helping grow our customer base
- Demonstrate deep knowledge of Talkwalker/Hootsuite products and integrations, while keeping up with industry trends and competitors
- Identify and drive upsell and cross-sell opportunities in partnership with sales team
- Evaluate customer needs and advocate internally as the voice of our clients on product strategy, feature development and pricing decisions
- Identify product and process gaps and issues and suggest potential solutions
- Work closely with Support team to properly prioritize client requests and escalations
WHAT YOU’LL NEED:
- 8-10 years of Customer Success/account management and/or sales experience, preferably in the technology (SaaS) industry
- Experience in selling or managing client accounts for media measurement tools, and a strong understanding of the media industry
- Excellent communication skills and the ability to clearly articulate the value of Talkwalker’s data to researchers and analysts
- Strong strategic vision for the customer experience, professional services, and customer support, combined with an analytical and sales mindset
- Strong analytical and consultative skills and the ability to understand and interpret data, in order to provide insights and recommendations to clients
- Proven track record of surpassing target renewal, retention & upsell rates on a consistent basis
- Strong customer advocacy with the ability and willingness to engage directly with customers and build relationships with C-level and VP-level stakeholders
- Comfortable preparing and delivering formal executive and quarterly business reviews (EBR/QBR) to senior-level executives, with a focus on project-specific milestones and customer health
- You have experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)
- Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
- Genuine interest in helping others succeed, and a passion for growing and coaching team members, with an eye on employee experience and engagement
- Exceptional drive for developing new operational processes and projects and ability to fulfill operational roles
- Accountability: holds self and others accountable to meet and exceed commitments
- Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
- Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
- Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships
- Perseverance: pursues everything with energy, drive, and a need to finish—doesn’t give up
- 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
- Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects
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.
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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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