Senior Customer Success Manager

Who you are

You have a proven track record in customer success management, ideally with experience managing enterprise accounts. You excel at building strong executive relationships and are skilled at delivering impactful business reviews that drive customer outcomes. Your ability to analyze customer health and proactively address risks for churn sets you apart. You are a trusted advisor who can shape customer strategy and identify opportunities for expansion. You possess deep knowledge of industry trends and competitor offerings, which allows you to provide valuable insights to clients. You are adept at collaborating with cross-functional teams, including sales and support, to ensure client needs are met effectively. Your communication skills enable you to provide feedback on product features and gaps, contributing to continuous improvement.

What you'll do

In this role, you will serve as the main point of contact for a defined set of enterprise accounts, focusing on increasing their adoption and growth. You will review customer health regularly and flag any risks for churn, ensuring proactive measures are taken to retain clients. When necessary, you will partner with the sales team to drive upsell opportunities, leveraging your understanding of customer needs and satisfaction. You will identify happy customers who can serve as references, enhancing the company's reputation and credibility. Your insights will help clients maximize their use of the platform, ultimately contributing to the growth of Hootsuite's customer base. You will work closely with the support team to prioritize client requests and escalations, ensuring timely resolutions. Additionally, you will evaluate and analyze customer needs, collaborating with other departments to address any gaps or issues. Your role will involve suggesting potential solutions to improve processes and enhance customer satisfaction.

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 contribute to their growth strategies. The company values transparency and trust, fostering strong relationships with both clients and team members. As a remote role, you will enjoy flexibility while being part of a supportive team that prioritizes collaboration and communication. Hootsuite is committed to your professional development, providing resources and opportunities for growth within the organization.