Customer Success Manager (12 Month Contract)

Position Overview

We seek a Customer Success Manager on a 12-month contract to oversee a dedicated portfolio of clients. The role involves collaborating with internal teams to onboard clients, ensuring they have adequate tools and resources to meet their goals in social media management. You'll nurture clients' journeys to success, focusing on user engagement, revenue retention, growth, and fostering customer advocacy. Reporting to the Senior Manager, Customer Success, your responsibilities include regular client dialogues, quarterly business reviews, product updates, and tracking performance metrics.

Key Responsibilities

• Manage daily client relationships within your portfolio, aiding customers in leveraging Hootsuite's Enterprise and partner products effectively on their social media journeys.
• Collaborate with Professional Services for onboarding, maintain Mutual Account Plans, conduct success reviews, and ensure achievement of customer goals using data-driven insights and analytics.
• Build and sustain relationships within assigned verticals by engaging in routine conversations, quarterly reviews, and sharing updates on product releases and relevant metrics.
• Maintain expertise in Hootsuite's offerings and stay abreast of social media industry trends and best practices.
• Monitor account health and product adoption continuously, deploying strategies to boost usage and demonstrate workflow enhancements to clients.
• Work alongside Account Managers to form account strategies and identify qualified leads for expanding accounts.
• Record feature requests and update account records using Salesforce; escalate potential risks as necessary.
• Work collectively with the Customer Success team to meet regional quarterly objectives while being accountable for personal metrics including Net Renewal Rate, Customer Success Qualified Leads (CSQL), Customer Health, Adoption, and Advocacy.
• Undertake additional related tasks as assigned.

Qualifications and Experience

• Intermediate experience in customer-facing roles or account management, preferably within the SaaS technology sector, with a proven track record of managing client portfolios leading to successful adoption.
• Strong understanding of social media marketing and business applications of social platforms.
• Technologically adept with the capacity to rapidly grasp new software tools and clearly explain features and social media concepts to customers.
• A customer-centric mindset with a proactive approach to satisfying both internal and external stakeholders.
• Excellent collaboration skills, valuing team goals over individual priorities to achieve collective results.
• Effective communicator with the ability to articulate ideas clearly, listen attentively, and facilitate training and collaboration sessions.
• Ability to prioritize work effectively, focusing efforts on high-impact tasks and decisions.
• Demonstrated commitment to delivering results with high performance and motivating others towards common objectives.
• Strong problem-solving skills applying logical and organized methods to address complex issues and root causes.
• Negotiation capabilities ensuring commitment to solutions while preserving integrity and relationships.

Personal Attributes

• Proactive problem-solver who pursues new challenges and drives business progress independently.
• Continuous learner with a growth mindset, open to experimentation and sharing feedback to enhance team effectiveness.
• Adaptable and resilient in the face of change, focusing on identifying new opportunities.
• Intentional collaborator who fosters strong cross-functional relationships to facilitate information flow and opportunity creation.
• Critical thinker who comfortably asks challenging questions to achieve optimal outcomes.
• Active communicator prioritizing clear, inclusive, and proactive information exchange.
• Strategic thinker understanding how individual contributions impact broader organizational objectives.
• Accountable and reliable individual who takes ownership of their work and outcomes.
• High standard setter committed to elevating team performance beyond expectations.

Company Culture and Values

• Encourages going beyond expectations to achieve excellence.
• Emphasizes teamwork, trust, and respect for individuality.
• Relentlessly focused on customer success.
• Values agility and speed over perfection.
• Committed to building a profitable and sustainable business.
• Dedicated to community engagement and allyship.

Additional Information

Accommodations during the recruitment process are available upon request. The organization utilizes artificial intelligence to support recruitment activities such as applicant screening and feedback summarization, although final decisions rest with human evaluators.