Senior Customer Success Manager

Summary

Join Hootsuite as a Senior Customer Success Manager (Trilingual in Portuguese, Spanish, and English) to support high-value customers in achieving their business goals on social media. Build and maintain strong relationships with clients, leveraging your expertise in Hootsuite's products, industry trends, and best practices. Drive business outcomes by focusing on user adoption, revenue retention and growth, and customer advocacy. Guide customers through their social media journey, consistently refining plans to ensure they gain maximum value from Hootsuite's product suite. This remote-first role, based in Brazil, reports to the Manager, Sales & Customer Expansion, LATAM. You will be responsible for leading day-to-day relationship management, building influential relationships, and demonstrating expertise in Hootsuite's products and social media.

Requirements

• Senior level customer-facing / account management experience, preferably in the technology (SaaS) industry; proven success managing a customer portfolio with a record of successful adoption
• Trilingual in Portuguese, Spanish and English
• 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 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
• 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 Hootsuite 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

• 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

Benefits

Remote work, flexible hours