Senior Customer Success Manager

Who you are

You have a proven track record in customer success management, ideally with experience supporting high-value clients. Your ability to build and maintain influential relationships is key, as you will be guiding customers through their social media journey with Hootsuite's products. You demonstrate expert-level competency in social media trends and best practices, ensuring that customers gain full value from their partnership with Hootsuite. You are proactive in reviewing and refining plans to drive business outcomes for your customers, focusing on user adoption and revenue retention.

Desirable

Experience working with Fortune 1000 companies is a plus, as is familiarity with complex use cases in various verticals. You are comfortable navigating the intricacies of customer relationships and can effectively communicate with both end users and executive sponsors. Your expertise in Hootsuite's product suite will enable you to provide tailored support and guidance, ensuring a best-in-class experience for every customer interaction.

What you'll do

In this role, you will lead day-to-day relationship management for a portfolio of high-value customers, guiding them to success on their social media journey. You will cultivate and maintain strong relationships with customers, ensuring they have a consistent and exceptional experience. Your responsibilities will include proactively reviewing customer plans, refining strategies, and validating that customers are achieving their business goals with Hootsuite's products. You will also be accountable for driving user adoption, revenue retention, and customer advocacy, ensuring that customers are fully engaged and satisfied with their partnership.

You will collaborate closely with internal teams to ensure that customer feedback is integrated into product development and service enhancements. Your role will involve regular check-ins with customers to assess their needs and provide ongoing support, helping them navigate the complexities of social media management. You will also be responsible for identifying opportunities for upselling and cross-selling Hootsuite's products, contributing to the overall growth of the business.

What we offer

Hootsuite offers a dynamic work environment where you can make a significant impact on customer success. You will have the opportunity to work with a diverse range of clients and help them achieve their social media objectives. We provide a supportive culture that values collaboration and innovation, allowing you to grow your skills and advance your career. Additionally, you will have access to ongoing training and development opportunities to enhance your expertise in customer success and social media management.