Senior Customer Success Manager

Summary

Join Hootsuite as a Senior Customer Success Manager and support high-value customers in achieving their social media business goals. You will build strong relationships, leverage your expertise in Hootsuite's products and industry trends, and drive business outcomes. Responsibilities include leading day-to-day relationship management, developing account strategies, and advocating for product improvements. This role requires significant customer-facing experience in the technology industry and a solid understanding of social media. Hootsuite offers a flexible work arrangement with remote or hybrid options, available to applicants in the UK and Germany. The position reports to the Manager, Customer Success.

Requirements

• Significant customer-facing / account management experience, preferably in the technology (SaaS) industry; proven success managing a customer portfolio with a record of successful adoption
• Solid knowledge of social media and/or social marketing and business use of social media
• 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 to 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 the 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
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
• Creativity and Innovation: Seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions

Responsibilities

• Lead day to day relationship management for a book of business of high-value customers (Fortune 1000 sized businesses); guide customers to success on their social journey with Hootsuite’s Enterprise and partner products
• Build and maintain influential relationships with customers with highly complex use cases in the assigned vertical(s), from end users through to executive sponsors, ensuring they have a consistent, best-in-class experience in every interaction
• Cultivate and demonstrate a high level of expertise in Hootsuite's products, social media and your assigned vertical(s) by keeping up with industry trends and best practices
• Engage with customers in your assigned vertical(s) in a high-touch, multi-threaded approach, including ensuring successful onboarding, defining Mutual Account Plans with customers, leading success reviews, value workshops, and regular check-ins to drive engagement and ensure Hoosuite is delivering against customer's goals and outcomes according to the success plan
• Actively monitor account health and adoption throughout the full duration of the customer relationship; provide guidance on how customers can advance their social strategies; intervene with adoption strategies that showcase how customers can enhance their workflows and better use our products; leverage value / industry specific workshops, trends, and social expertise to increase customer’s social maturity
• Collaborate with Account Manager to develop account strategies and identify qualified leads (CSQL) for account expansion
• Advocate for product features and improvements as the voice of the customer and works cross-functionally with internal product teams to champion adoption and change
• 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
• Actively participate in internal training, knowledge sharing and collaboration sessions
• Perform other related duties as assigned

Preferred Qualifications

• 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

Benefits

In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model