Strategic Customer Success Manager

Role overview

Hootsuite is seeking a Strategic Customer Success Manager to guide its most valuable and complex customers through their success journey. Reporting to the Senior Manager, Customer Success, this role combines deep customer success expertise with strong social media knowledge to influence outcomes, strengthen adoption, retain and grow revenue, and build customer advocacy.

The position calls for a consultative professional who can operate as a senior advisor to customers while also contributing as a mentor and knowledge partner to the wider Customer Success organization.

Key responsibilities

• Support Hootsuite’s highest-value and most complex accounts by advising them on their path to success with Enterprise and partner products.
• Use a high-touch, multi-threaded engagement model to lead onboarding, build Mutual Account Plans, and develop trusted strategic relationships.
• Own customer outcomes by running tailored success reviews and value workshops that surface growth opportunities, address account or industry risks, and resolve customer concerns early.
• Advise customers on proactive social and product strategies that improve platform health and adoption, using workshops, maturity assessments, product knowledge, and market trend analysis.
• Represent the customer internally by raising product feedback, feature requests, risks, and market trends with cross-functional product teams.
• Coach and support the Customer Success team through training and collaboration sessions on topics such as discovery, goal benchmarking, relationship building, and executive conversations.
• Create and maintain resources used by both internal teams and customers, including weekly status decks, adoption reports, and related materials.
• Manage complex customer projects, coordinate internal cross-functional groups, and keep milestones and expectations on track.
• Work with Account Managers to shape account strategy, identify qualified expansion leads, and support regional target achievement.
• Be accountable for individual quarterly measures such as Personal Net Renewal Rate, Customer Health, Adoption, and Advocacy.
• Carry out additional duties as needed.

Requirements

• Brings 8 to 12 years of customer-facing or account management experience, ideally in the SaaS or technology sector, along with advanced knowledge of social media and/or social marketing.
• Has a track record of identifying growth opportunities, mapping strategic account plans, mentoring others, and handling challenging or complex customer situations.
• Learns new tools and technologies quickly and can explain software capabilities and social media concepts in a clear, practical way.
• Shows a strong customer-first mindset and proactively helps internal and external stakeholders achieve their goals.
• Works effectively with others and contributes to team outcomes over individual priorities.
• Communicates clearly in writing and speaking, listens actively, and asks questions to improve understanding.
• Knows how to prioritize effectively and focus energy on the highest-impact work.
• Is driven to deliver strong results and hold self and others to high performance standards.
• Approaches problems methodically, gets to root causes, and develops sound solutions.
• Can negotiate successfully while preserving trust and relationships.
• Brings creative thinking and a willingness to improve processes, ideas, or solutions.
• Influences others effectively, builds support, and moves people toward action.
• Understands how to manage processes and timelines needed to complete complex work.

Who you are

• You look for solutions, enjoy solving new challenges, and take initiative without waiting to be prompted.
• You have a growth mindset and learn by experimenting, applying feedback, and sharing what works.
• You adapt well to change and stay calm while looking for the opportunity within it.
• You build strong cross-functional relationships and help information move smoothly across teams.
• You are comfortable asking hard questions when needed to get to the best result.
• You communicate actively, clearly, inclusively, and with intention.
• You think beyond your own responsibilities and connect your work to broader business goals.
• You hold yourself accountable and take ownership of outcomes.
• You step up to support team growth and success, even beyond what is expected.

Compensation and hiring information

The stated pay range for this position in Canada is CAD 103,800 to CAD 145,400 per year.

Hootsuite uses artificial intelligence tools as part of recruitment to help with screening, assessment, and interview-feedback summaries. Final hiring decisions are made by human reviewers who apply professional judgment alongside AI outputs. Further details are available in the company’s Careers Privacy Policy.

Location

This role is based in Vancouver, British Columbia, Canada, and is listed as an onsite position.