Strategic Customer Success Manager

Role overview

Hootsuite is seeking a Strategic Customer Success Manager to partner with its most valuable and complex customers. Reporting to the Senior Manager, Customer Success, this role blends customer success expertise with deep social media knowledge to help clients achieve measurable business outcomes. The position is focused on driving strong adoption, engagement, revenue retention and growth, and customer advocacy through a consultative approach.

In addition to working directly with customers as a senior advisor, the role also supports the wider Customer Success organization by sharing expertise, coaching teammates, and contributing insight across a range of topics.

Key responsibilities

• Lead and support Hootsuite’s highest-value and most complex customers, helping them succeed across their social journey with the Enterprise and partner product suite.
• Build strong, multi-stakeholder relationships and own a high-touch onboarding and success approach, including the creation of Mutual Account Plans.
• Track customer goals and business outcomes against the plan by running tailored success reviews and value workshops that surface opportunities, reduce account or industry risk, and resolve concerns early.
• Serve as a strategic advisor on social and product strategy, using workshops, social maturity assessments, product expertise, and external trend analysis to improve customer health and platform adoption.
• Represent the customer internally by raising feature requests, product improvement ideas, customer needs, and market trends with cross-functional product teams.
• Coach and mentor the Customer Success team through internal training and collaboration sessions on discovery, goal benchmarking, relationship building, and executive-level communication.
• Create and maintain internal and customer-facing materials such as weekly status decks, adoption reports, and other resources used by the broader team.
• Act as project lead for complex, high-touch accounts by coordinating internal stakeholders and ensuring milestones, expectations, and delivery plans stay aligned.
• Partner with the Account Manager on account strategy, identify qualified expansion opportunities (CSQL), and work with Customer Success peers to help achieve quarterly regional goals.
• Be accountable for individual quarterly measures including Personal Net Renewal Rate, Customer Health, Adoption, and Advocacy.
• Complete additional duties as needed.

Requirements

• 8 to 12 years of customer-facing or account management experience, ideally in a technology or SaaS environment, along with strong technical knowledge of social media and/or social marketing.
• Proven ability to identify growth opportunities, map strategic account plans, mentor others, and handle difficult customer situations or complex accounts.
• Comfort learning new technologies quickly and explaining software capabilities and social media concepts in a clear, concise way.
• Customer-first mindset with a strong drive to proactively support both internal and external stakeholders.
• Ability to collaborate effectively, contribute to shared goals, and put team priorities ahead of individual interests when needed.
• Strong verbal and written communication skills, including active listening and the ability to ask clarifying questions.
• Good judgment in prioritizing work and focusing time and effort on the most important issues and opportunities.
• Consistent track record of delivering strong results and holding yourself and others accountable for outcomes.
• Structured problem-solving approach with the ability to understand root causes and work through complex issues logically.
• Negotiation skills that help secure alignment and commitment while preserving relationships and integrity.
• Creative and innovative thinking, with a willingness to develop new and better ways of working.
• Ability to influence others, build buy-in, and motivate people to take action.
• Strong process and project management skills, including the ability to organize timelines and coordinate work effectively.

What makes you a strong fit

• You proactively tackle challenges and look for ways to move the business forward without waiting to be asked.
• You have a growth mindset and enjoy learning, experimenting, applying feedback, and sharing what works with others.
• You stay composed through change and uncertainty, and look for opportunity in difficult situations.
• You build positive cross-functional relationships and help information flow smoothly across the business.
• You are comfortable asking tough questions to arrive at the strongest possible outcome.
• You communicate clearly, inclusively, and proactively while listening with attention and intent.
• You understand how your work connects to broader organizational goals.
• You take ownership of your responsibilities and are dependable about outcomes.
• You are willing to go beyond expectations to help the team succeed.

Compensation and hiring information

The salary range for this role in Canada is CAD 103,800 to CAD 145,400 annually.

Hootsuite uses artificial intelligence to assist with parts of its recruitment process, including screening, assessment, and summarizing interview feedback. Final hiring decisions are made by human reviewers who apply their professional judgment alongside any AI-supported outputs. Further details about data use and applicant rights are available in the company’s Careers Privacy Policy.