Remote Customer Success Manager

Summary

Join our team as a Customer Success Manager and support high-value customers in achieving their business goals on social media. You'll consult customers, provide meaningful support, and help them leverage powerful analytics to optimize their business strategies.

Requirements

• Bachelor's degree in a related field
• You have considerable relevant work experience in SaaS customer success, account management, or a strategic consulting organization
• You have prior success of achieving target renewal and retention rates on a consistent basis
• You have prior knowledge of (or willingness to learn) marketing and advertising technology
• You have experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)
• You have clear verbal and written communication skills
• Passion for helping customers and being a teacher
• Ability to strike the right ongoing balance between being a detail- & process oriented-person, while also being a people-person
• High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• A self-starter who takes the initiative to get things done
• You can work both independently and collaboratively, think creatively, and take on new challenges
• Bilingual in English and German, both verbal and written

Responsibilities

• Manage a defined set of accounts, focused on increasing their adoption and growth
• Serve as a trusted advisor to clients, creating lasting relationships and demonstrating an understanding of their business to offer strategic guidance and innovative solutions
• Provide additional training to drive product adoption, client satisfaction, and business growth
• Leverage platform data to drive impact at scale by leading strategic discussions with clients to identify expansion opportunities
• Review customer health and flag and address any risks for churn
• When needed, partner with the sales team to drive upsell opportunities
• Identify happy customers that can be used as references
• Provide feedback (from clients and own) on product features, gaps and pricing to the Manager
• Demonstrate deep knowledge of Hootsuite products and processes
• Identify product champions across the business to be used as references and establish new stakeholders within accounts
• Work closely with the Support team to properly prioritize client requests and escalations

Benefits

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process