Senior Enterprise Customer Success Manager

Summary

Join Hootsuite as a Senior Enterprise Customer Success Manager and support high-value customers in achieving their social media business goals. You will consult clients during onboarding, provide ongoing support, and leverage powerful analytics. Key responsibilities include ensuring high client retention, increasing revenue through upselling and cross-selling, and understanding client needs. This role is based in Germany, offering a flexible hybrid or remote work arrangement. You will report to the Manager, Customer Success. The ideal candidate possesses strong customer success experience, fluency in English and German, and expertise in SaaS and marketing technology.

Requirements

• Fluent in English and German (written and spoken)
• Relevant work experience in SaaS customer success, account management, or a strategic consulting organization
• You have prior success of achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
• You have 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)
• 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

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 TW 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 TW 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 with TW and identity ways to improve penetration

Benefits

Flexible work arrangement allows for hybrid model if you are based in Hamburg or remote work anywhere else in Germany