Senior Customer Success Manager (Vancouver)

Why Hootsuite What we do How a Social Media Makeover Helped a Small Business Drive a 108% Increase in Sales See it in action with a free 30-day trial Resources Learn Connect Support How Eurpac Increased its Social Media Followers by Senior Customer Success Manager Location Illinois, United States Montral, Quebec, Canada New York, New York, United States Toronto, Ontario, Canada Vancouver, British Columbia, Canada Were 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, youll build, cultivate, and maintain influential relationships with your customers by leveraging your customer success experience and demonstrating expert-level competency in Hootsuites 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. This role is open to remote-applicants in Canada and USA (in Provinces/States where we can hire legally), unless you are near a commuting distance from our Toronto or Vancouver offices. In which case, there would be a hybrid component. We know youve heard this beforea lot of companies are looking for your talent. Heres why were different. WHAT YOULL DO: Lead day to day relationship management for a book of business of high-value customers (Fortune 1000 sized businesses); guide customers to success on their social journey with Hootsuites Enterprise and partner products. Build and maintain influential relationships with customers with highly complex use cases 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, social media and your assigned vertical(s) by keeping up with industry trends and best practices. Engage with customers in your assigned vertical(s) in a high-touch, multi-threaded approach, including ensuring successful onboarding, defining Mutual Account Plans with customers, leading success reviews, value workshops, and regular check-ins to drive engagement and ensure Hoosuite is delivering against customer''s goals and outcomes according to the success plan. Actively monitor account health and adoption throughout the full duration of the customer relationship; provide guidance on how customers can advance their social strategies; intervene with adoption strategies that showcase how customers can enhance their workflows and better use our products; leverage value / industry specific workshops, trends, and social expertise to increase customers social maturity. Collaborate with Account Manager to develop account strategies and identify qualified leads (CSQL) for account expansion. Advocate for product features and improvements as the voice of the customer and works cross-functionally with internal product teams to champion adoption and change. 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. Actively participate in internal training, knowledge sharing and collaboration sessions Perform other related duties as assigned WHAT YOULL NEED: 5-8 years of customer-facing / account management experience, preferably in the technology (SaaS) industry; proven success managing a customer portfolio with a record of successful adoption. Solid knowledge of social media and/or social marketing and business use of social media. Tech Savvy: Ability to quickly learn new technologies and explain software features and social media concepts to customers in a easy, succinct manner. Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs. Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs. Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively 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 high performance, and challenging self and others to deliver results. 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. Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action. Creativity and Innovation: Seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions. WHO YOU ARE: Solution seeker: Youre focused on tackling new challenges, solving problems, and moving the business forwardand you dont wait to be asked. Lifelong learner: You have a growth mindset youre here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesnt. 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 teams work drives broader organizational goals. Accountable owner: You take pride in the work youre 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: S tep Up: Show the world what it looks like to live and work by these guiding principles. #Step Up One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #One Team #Free ToBeMe Customer Obsessed: Focus relentlessly on helping our customers succeed. #Customer Obsessed Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFast BeAgile Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #Play ToWin #NoExcuses Neighbours & Allies: Give back to our communities and be an ally. #Social ForGood #Allies #LI-AA Canada Pay Range For This Role$80,000$112,000 CADUS Pay Range For This Role$90,000$126,000 USD Use of AI in Hiring Hootsuite 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 our Pay Transparency 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 benefits 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. resource will provide additional information. USBenefits. Hootsuite offers comprehensive perks 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. 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. About What We Do Product Features Pricing Our Customers Resources Support 2025 Hootsuite Inc. All Rights Reserved. Apply on Kit Job: kitjob.ca/job/2omlux