Remote Senior Customer Success Manager
at Hootsuite

Summary

Join our team as a Senior Customer Success Manager to support high-value customers and help them achieve their business goals on social media. In this role, you'll consult customers in their initial steps in onboarding and provide meaningful support thereafter.

Requirements

• 5+ years of relevant work experience in SaaS customer success, account management, or a strategic consulting organization
• Prior success in achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
• Prior knowledge of (or willingness to learn) marketing and advertising technology
• You have comfort with preparing and delivering formal executive business reviews (EBR) 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)
• Clear verbal and written communication skills
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Enjoys working closely with customers to ensure complete satisfaction
• A self-starter who takes the initiative to get things done
• Bilingual in English and Modern Standard Arabic (MSA), both verbal and written

Responsibilities

• Serve as the main point of contact and manage a defined set of Enterprise accounts, focused on increasing their adoption and growth
• Review customer health and flag and address any risks for churn
• When needed, partner with 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 Manager
• Demonstrate deep knowledge of our products and integrations, while keeping up with industry trends and competitors
• Work closely with Support team to properly prioritize client requests and escalations
• Evaluate and analyze customer needs and work with other departments to address them
• Develop strong relationships based on trust and transparency with clients
• Identify product and process gaps and issues and suggest potential solutions
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Gauge customers’ levels of engagement and identity ways to improve penetration

Benefits

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