We’re looking for a Principal Customer Success Manager, Media & Sports who will provide thought leadership to Hootsuite’s highest value and most complex customers. In this role, you will leverage your expert customer success and social experience to drive business outcomes for your customers. You will take a consultative approach to achieve their goals on social media while being accountable for best-in-class user adoption, engagement, revenue retention & growth, and customer advocacy. You will act as both a senior strategic consultant to customers, and as a leader and mentor to the broader Customer Success team, you will share knowledge and provide insights on a variety of topics.
WHAT YOU’LL DO:
- Serve as the main point of contact and manage a defined set of client accounts spanning global media companies (TV networks, streaming services), sports leagues/teams, agencies and more, 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, ad sales, press/PR, consumer insights and more
- Manage licence renewal discussions and negotiations for defined set of clients
- Drive Hootsuite value by providing insights and analyses to customers, ensuring that they get the most out of Hootsuite with the aim of helping grow our customer base
- Demonstrate deep knowledge of 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:
- 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 Hootsuite’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
WHO YOU ARE:
- Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
- Curious. You are always learning and seeking ways to make things better.
- Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
- Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.
In all we do, our six guiding principles light the way:
Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp
One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #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.
US Pay Range For This Role
$110,000—$154,000 USD
Top 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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