Job title: customer success manager
about the role
we are seeking a highly skilled customer success manager to join our team. In this role, you will be responsible for managing a select portfolio of customers and ensuring their success on social media.
you will collaborate with internal stakeholders to onboard customers and provide them with the tools and resources they need to achieve their business goals.
* main responsibilities:
* manage a book of business and guide customers to success on their social journey with hootsuite's enterprise and partner products.
* partner with professional services to onboard customers, develop and maintain mutual account plans, lead success reviews, and ensure success plan development and delivery against customer goals by leveraging tools and analytics.
* develop relationships with customers in assigned verticals. Gauge customer progress and preferences by actively engaging in periodic dialogues and quarterly business reviews, providing regular product release updates, and metrics.
* demonstrate expertise in hootsuite's products and social media by keeping up with industry trends and best practices.
* actively monitor account health and adoption throughout the length of the relationship, and ensure 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.
* collaborate with account manager to develop account strategies and to identify qualified leads (csql) for account expansion.
* log feature requests and update customer account notes in salesforce. Identify and escalate potential account risks, as required.
* collaborate with customer success teammates to meet and exceed quarterly regional targets, while being accountable for individual quarterly metrics including personal net renewal rate, csql, customer health, adoption, and advocacy.
what we offer
in all we do, our six guiding principles light the way:
* step up: dare to go beyond the expected to achieve greatness.
* one team: make hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team.
* customer obsessed: focus relentlessly on helping our customers succeed.
* go fast, be agile: widen our competitive advantage by committing to speed and simplicity over perfection and complexity.
* play to win: commit to building an incredible, profitable company for our customers, our employees, and our stakeholders.
* neighbours & allies: give back to our communities and be an ally.
contact information
please apply today to take your career to the next level!