Customer Success Manager

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.