Senior Customer Success Manager

5-8 years of customer-facing / account management experience, preferably in the technology (SaaS) industry; proven success managing a customer portfolio with a record of successful adoption.

Solid knowledge of social media and/or social marketing and business use of social media.

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 to meet their needs.

Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action.

Creativity and Innovation: Seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions.

Lead day to day relationship management for a book of business of high-value customers (Fortune 1000 sized businesses); guide customers to success on their social journey with Hootsuite’s Enterprise and partner products.

Build and maintain influential relationships with customers with highly complex use cases in the assigned vertical(s), from end users through to executive sponsors, ensuring they have a consistent, best-in-class experience in every interaction.

Cultivate and demonstrate a high level of expertise in Hootsuite's products, social media and your assigned vertical(s) by keeping up with industry trends and best practices.

Engage with customers in your assigned vertical(s) in a high-touch, multi-threaded approach, including ensuring successful onboarding, defining Mutual Account Plans with customers, leading success reviews, value workshops, and regular check-ins to drive engagement and ensure Hoosuite is delivering against customer's goals and outcomes according to the success plan.

Actively monitor account health and adoption throughout the full duration of the customer relationship; provide guidance on how customers can advance their social strategies; intervene with adoption strategies that showcase how customers can enhance their workflows and better use our products; leverage value / industry specific workshops, trends, and social expertise to increase customer’s social maturity.

Collaborate with Account Manager to develop account strategies and identify qualified leads (CSQL) for account expansion.