Customer Success Manager

Job Description

ROLE DESCRIPTION:

We are looking for a Customer Success Manager to help us strategically guide our Enterprise customers, ensuring that they have the skills and resources needed to maximize the value from our products and enabling them to achieve their business goals on social. You will leverage your experience and passion in relationship management, creative problem solving, and Customer Success to drive business outcomes for your customers while being responsible for best-in-class user adoption, revenue retention & growth, and customer advocacy. While based in Hootsuite’s London office (post COVID-19) or remotely in the UK, you will report to the Senior Manager, Customer Success.

WHAT YOU’LL DO:

• Outcome-based Customer Success: Owns and manages a renewal book of business of customers (large to Fortune 1000 sized businesses) and as their strategic advisor, guides them to success on their social journey with Hootsuite’s Enterprise and partner products
• Building Relationships: Builds and maintains strong relationships with customers in your assigned vertical(s), from end users through to executive sponsors, ensuring they have a consistent, best-in-class experience in every interaction
• Domain Knowledge: Develops a high level of knowledge and understanding of social media and your assigned vertical by keeping up with industry news, trends, and best practices. Attends/presents at trade shows, conferences, and VIP roundtables
• Driving Adoption: Actively monitors account adoption throughout the length of the relationship, and ensures high uptake of Hootsuite and partner products by analyzing data/metrics/industry trends, and intervening with adoption strategies that showcase how customers can enhance their workflows and better use our products to derive further value
• Personalized Engagement: Engages with customers during onsite and virtual quarterly business reviews where you will influence through performance metrics, recommendations for performance improvements, and strategic discussions on their achievement of business goals
• Renewals: Leads the renewal negotiation process directly with customers (up to the C-Suite level) from requirements gathering to the finalization of agreements, and actively works on at-risk accounts by collaborating with internal teams to mitigate churn
• Growing Accounts: Identifies and drives expansion opportunities as you guide customers through success milestones, working in partnership with account team (Field Sales and Pre-Sales teams)
• Internal Advocacy: Advocates for product features and improvements as the voice of the customer and works cross-functionally with internal product teams to champion change
• Commitment to Results: Collaborates with Customer Success teammates to meet and exceed quarterly regional targets, while being accountable for individual quarterly metrics: Personal Net Renewal Rate, Customer Satisfaction (CSAT), Adoption, and Advocacy

WHAT YOU’LL NEED:

• Demonstrable experience in customer-facing / account management roles, preferably in the technology (SaaS) industry
• Tech Savvy: Ability to quickly learn new technologies and explain software features and social media concepts to customers in a simple, succinct manner
• Experience managing a book of business with record of successful forecasting & quota attainment
• Strong communication, presentation, and active listening skills
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships
• 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
• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-SS1