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Hootsuite is seeking a Senior Customer Success Manager to drive business outcomes for high-value enterprise customers (Fortune 1000 sized) in assigned verticals. You will own day-to-day relationship management for a portfolio of complex accounts, guiding customers through their social media maturity journey with Hootsuite's Enterprise and partner products.
Key responsibilities include:
- Lead relationship management for high-value customers with complex use cases, engaging multi-threaded stakeholders from end users to executive sponsors
- Build and demonstrate expert-level competency in Hootsuite's products, social media trends, and assigned vertical(s)
- Execute high-touch customer engagement including onboarding, mutual account planning, success reviews, value workshops, and regular check-ins
- Actively monitor account health and adoption; provide strategic guidance on advancing social strategies and enhancing product usage
- Collaborate with Account Managers to develop account strategies and identify expansion opportunities (CSQLs)
- Serve as the voice of the customer, advocating for product features and improvements across internal teams
- Drive quarterly regional targets while owning individual metrics: Personal Net Renewal Rate, CSQLs, Customer Health, Adoption, and Advocacy
- Participate in internal training, knowledge sharing, and cross-functional collaboration
You bring 5-8 years of customer-facing or account management experience, preferably in SaaS technology. You have solid knowledge of social media and business applications of social platforms. You are tech-savvy, able to quickly learn new technologies and explain complex software concepts clearly. You demonstrate strong customer focus, collaboration, open communication, priority-setting, problem-solving, and influence. You are a solution-seeker with a growth mindset, committed to delivering results and driving innovation.
