Strategic Customer Success Manager

Responsibilities

• Provide leadership and guidance to Hootsuite's highest value and most complex customers; guide customers to success on their social journey with Hootsuite's Enterprise and partner products.
• Drive customer engagement in a high-touch, multi-threaded approach; ensure successful onboarding, define Mutual Account Plans with customers, and drive deep consultative relationships.
• Deliver against customers' goals and outcomes according to the Mutual Account Plan by leading customized success reviews and value workshops to highlight strategic opportunities, mitigate potential account or industry risks, and proactively address customers' concerns.
• Advocate for product features and improvements as the voice of the customer and work cross-functionally with internal product teams to champion change. Communicate risks, customer requirements, and key external product trends as opportunities

Requirements

• 8-12 years of customer-facing / account management experience, preferably in the technology (SaaS) industry; expert technical knowledge of social media and/or social marketing
• Skilled in identifying opportunities, mapping strategic customer growth, and mentoring others and proven ability to handle difficult customers and/or complex customer situations
• 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
• 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
• Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships
• Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
• Solution seeker: You're focused on tackling new challenges, solving problems, and moving the business for

Benefits

Additional Information

We're looking for a Strategic Customer Success Manager who will provide thought leadership to Hootsuite's highest-value and most complex customers. Reporting to the Senior Manager, Customer Success, you will leverage your expert customer success and social experience to drive business outcomes for your customers. In this role, you will take a consultative approach to achieve their goals on social media while being accountable for best-in-class user adoption, engagement, revenue retention & growth, and customer advocacy. In this role, you will act as both a senior strategic consultant to customers and as a leader and mentor to the broader Customer Success team, you will share knowledge and provide insights on a variety of topics.

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