We’re looking for a Strategic Customer Success Manager who will provide thought leadership to Hootsuite’s highest-value and most complex customers. Reporting to the Senior Manager, Customer Success, you will leverage your expert customer success and social experience to drive business outcomes for your customers. In this role, 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. In this role, 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:
- Provide leadership and guidance to Hootsuite’s highest value and most complex customers; guide customers to success on their social journey with Hootsuite’s Enterprise and partner products.
- Drive customer engagement in a high-touch, multi-threaded approach; ensure successful onboarding, define Mutual Account Plans with customers, and drive deep consultative relationships.
- Deliver against customers' goals and outcomes according to the Mutual Account Plan by leading customized success reviews and value workshops to highlight strategic opportunities, mitigate potential account or industry risks, and proactively address customers' concerns.
- Act as a strategic consultant to customers on proactive social and product strategies that will positively impact their health and adoption of the Hootsuite platform. Leverage value/industry-specific workshops, social maturity assessments, in-depth product expertise, and other external trend analyses to influence customers
- Advocate for product features and improvements as the voice of the customer and work cross-functionally with internal product teams to champion change. Communicate risks, customer requirements, and key external product trends as opportunities
Mentor the customer success team through internal training & collaboration sessions, sharing your deep knowledge on a variety of topics such as discovery, benchmarking goals, building relationships, and executive-level conversationsCreate and maintain internal and external project resources such as weekly status decks, adoption reports, and other tools to be leveraged by the broader Customer Success Team. Act as a project manager for our complex, high-touch customers, facilitating internal cross-functional groups to ensure we are managing customer expectations and delivering against plan milestones.Collaborate with the Account Manager to develop account strategies and identify qualified leads (CSQL) for account expansion and collaborate with Customer Success teammates to meet and exceed quarterly regional targets, while being accountable for individual quarterly metrics including Personal Net Renewal Rate, Customer Health, Adoption, and Advocacy. Perform other related duties as assigned
WHAT YOU’LL NEED:
- 8-12 years of customer-facing / account management experience, preferably in the technology (SaaS) industry; expert technical knowledge of social media and/or social marketing
- Skilled in identifying opportunities, mapping strategic customer growth, and mentoring others and proven ability to handle difficult customers and/or complex customer situations
- 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, 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 obtains commitment to a solution or idea, while maintaining integrity and relationships
- Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions
- Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
- Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
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.
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
- 8-12 years of customer-facing or account management experience, preferably in technology (SaaS)
- Expert technical knowledge of social media and/or social marketing
- Proven ability to drive user adoption, engagement, revenue retention and growth
- Experience creating and executing Mutual Account Plans, success reviews, and value workshops
- Ability to act as a strategic consultant and provide product/feature advocacy to internal teams
- Mentoring and leadership experience with customer success teams, including training and knowledge sharing
- Process and project management skills for complex, high-touch customers
- Strong communication, collaboration, negotiation, problem solving, and influencing skills
- Tech savvy with ability to quickly learn and explain new technologies and software features
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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