We’re looking for a Senior Customer Success Manager to support high-value customers in the assigned vertical by providing the tools and resources to achieve their business goals on social media. In this role, you’ll build, cultivate, and maintain influential relationships with your customers by leveraging your customer success experience and demonstrating expert-level competency in Hootsuite’s product, industry trends and best practices. You will drive business outcomes for your customers while being accountable for best-in-class user adoption, revenue retention and growth, and customer advocacy, guiding customers through their journey of social maturity. You will consistently and proactively review, refine and re-validate plans to ensure the customer gains full value from the product suite, the partnership, Hootsuite and social media as a channel. Based within a commuting-distance of our Toronto office, you will report to the Senior Manager, Customer Success.WHAT YOU’LL DO:Lead day to day relationship management for a book of business of high-valuecustomers (Fortune 1000 sized businesses); guide customers to success on their socialjourney with Hootsuite’s Enterprise and partner products.Build and maintain influential relationships with customers with highly complex usecases in the assigned vertical(s), from end users through to executive sponsors,ensuring they have a consistent, best-in-class experience in every interaction.Cultivate and demonstrate a high level of expertise in Hootsuite's products, socialmedia and your assigned vertical(s) by keeping up with industry trends and bestpractices.Engage with customers in your assigned vertical(s) in a high-touch, multi-threadedapproach, including ensuring successful onboarding, defining Mutual Account Planswith customers, leading success reviews, value workshops, and regular check-ins todrive engagement and ensure Hoosuite is delivering against customer's goals andoutcomes according to the success plan.Actively monitor account health and adoption throughout the full duration of thecustomer relationship; provide guidance on howcustomers can advance their socialstrategies; intervene with adoptionstrategies that showcase how customers can enhance their workflows and better use our products; leverage value / industryspecific workshops, trends, and social expertise to increase customer’s social maturity.Collaborate with Account Manager to develop account strategies and identifyqualified leads (CSQL) for account expansion.Advocate for product features and improvements as the voice of the customer andworks cross-functionally with internal product teams to champion adoption andchange.Collaborate with Customer Success teammates to meet and exceed quarterly regionaltargets, while being accountable for individual quarterly metrics including PersonalNet Renewal Rate, CSQL, Customer Health, Adoption, and Advocacy.Actively participate in internal training, knowledge sharing and collaboration sessionsPerform other related duties as assigned.WHAT YOU’LL NEED:5-8 years of customer-facing / account management experience, preferably in thetechnology (SaaS) industry; proven success managinga customer portfolio with arecord of successful adoption.Solid knowledge of social media and/or social marketing and business use of socialmedia.Tech Savvy:



Ability to quickly learn new technologies and explain software featuresand social media concepts to customers in a simple, succinct manner.Customer Focus: Demonstrates a desire to proactively help and serve internal/externalcustomers to meet their needs.Collaboration and Teamwork: Works with others to deliver results, meaningfullycontributing to the team and prioritizing group needs over individual needs.Open Communication: Clearly conveys thoughts, both written and verbally, listeningattentively and asking questions for clarification and understanding,Priority Setting: Focuses time/energy on the most important issues/opportunities.Clearly understand how to assess the importance of tasks and decisions.Commitment to Results: Consistently achieves results, demonstrating highperformance, and challenging self and others to deliver results.Problem Solving: Uses an organized and logical approach to find solutions to complexproblems. Looks beyond the obvious to understand the root cause of problems.Influence: Asserts own ideas and persuades others, gaining support and commitmentand mobilizing people to take action.Creativity and Innovation: Seeks new and better ways of doing things, generatesoriginal and imaginative ideas, products, or solutions.WHO YOU ARE:Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result.Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively.Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected.In all we do, our six guiding principles light the way:Step Up:Dare to go beyond the expected to achieve greatness. #StepUpOne Team:Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMeCustomer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessedGo Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgilePlay to Win: Commit to building an incredible,



profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcusesNeighbours & Allies: Give back to our communities and be an ally. #SocialForGood #AlliesAccommodations will be provided as requested by candidates taking part in all aspects of the selection process.#LI-AA #LI-HybridNote. The below pay range represents the base pay for this position.Variable Pay. In addition, the role is eligible for Hootsuite’s Sales Compensation Program. Candidates who advance will receive further details during the interview process.Canada Pay Range For This Role$80,000 — $112,000 CADUse of AI in HiringHootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see ourCareers Privacy Policy.At Hootsuite, we design our compensation packages based on internal equity and external competitiveness. Every role at Hootsuite is analyzed, evaluated and mapped to a salary range. As a general guideline, the salary for new hires and promoted employees is determined based on an individual's skills & capabilities required for the role and their ability to contribute as per the expectations outlined in the job description.Our salary structures are built on trends projected and published by independent and trusted survey companies. Hootsuite analyzes market data and adjusts salary structures, if required, on an annual basis. Salary ranges reflect what we expect to pay for this position at the time of posting. Our total compensation packages summarize our current offerings and are subject to change without notice.Hootsuite is committed to fair and equitable compensation for every employee. Through an annual Pay Equity Analysis, Hootsuite ensures that all employees are paid fair and equitably.Canadian Benefits. Hootsuite offers comprehensive advantages to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, life/disability insurances, an Employee and Family Assistance Program and more! Hootsuite provides a group RRSP plan with a company match of up to 4% of base salary. Benefits are available to permanent employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.USBenefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, and life/disability insurances. Hootsuite also offers a 401k Plan with a company match (up to 4% of base salary), an Employee and Family Assistance Program and more! Benefits are available to employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.Global Parental Leave.All permanent employees, including birthing, non-birthing and adoptive parents, who have been employed by Hootsuite for a minimum of12 months are eligible for 26 weeks of full and partially paid leave in accordance with local government regulations.#J-18808-Ljbffr

📌 Senior Customer Success Manager - C$80,000 - C$112,000 A Year (Toronto)
🏢 Hootsuite
📍 Toronto