Strategic Customer Success Manager

Hootsuite•Vancouver, BC

3h•CA$103,800 - CA$145,400

About The Position

We’re looking for a Strategic Customer Success Manager who will provide thought leadership to Hootsuite’s highest-value and most complex customers. Reporting to the Senior Manager, Customer Success, you will leverage your expert customer success and social experience to drive business outcomes for your customers. In this role, you will take a consultative approach to achieve their goals on social media while being accountable for best-in-class user adoption, engagement, revenue retention & growth, and customer advocacy. In this role, you will act as both a senior strategic consultant to customers and as a leader and mentor to the broader Customer Success team, you will share knowledge and provide insights on a variety of topics.

Requirements

8-12 years of customer-facing / account management experience, preferably in the technology (SaaS) industry; expert technical knowledge of social media and/or social marketing.
Skilled in identifying opportunities, mapping strategic customer growth, and mentoring others and proven ability to handle difficult customers and/or complex customer situations.
Tech Savvy: Ability to quickly learn new technologies and explain software features and social media concepts to customers in a simple, succinct manner.
Customer Focus: demonstrates a desire to proactively help and serve internal/external customers 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 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.
Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships.
Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions.
Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action.
Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished.

Nice To Haves

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.

Responsibilities

Provide leadership and guidance to Hootsuite’s highest value and most complex customers; guide customers to success on their social journey with Hootsuite’s Enterprise and partner products.
Drive customer engagement in a high-touch, multi-threaded approach; ensure successful onboarding, define Mutual Account Plans with customers, and drive deep consultative relationships.
Deliver against customers' goals and outcomes according to the Mutual Account Plan by leading customized success reviews and value workshops to highlight strategic opportunities, mitigate potential account or industry risks, and proactively address customers' concerns.
Act as a strategic consultant to customers on proactive social and product strategies that will positively impact their health and adoption of the Hootsuite platform. Leverage value/industry-specific workshops, social maturity assessments, in-depth product expertise, and other external trend analyses to influence customers.
Advocate for product features and improvements as the voice of the customer and work cross-functionally with internal product teams to champion change. Communicate risks, customer requirements, and key external product trends as opportunities.
Mentor the customer success team through internal training & collaboration sessions, sharing your deep knowledge on a variety of topics such as discovery, benchmarking goals, building relationships, and executive-level conversations.
Create and maintain internal and external project resources such as weekly status decks, adoption reports, and other tools to be leveraged by the broader Customer Success Team. Act as a project manager for our complex, high-touch customers, facilitating internal cross-functional groups to ensure we are managing customer expectations and delivering against plan milestones.
Collaborate with the Account Manager to develop account strategies and identify qualified leads (CSQL) for account expansion and collaborate with Customer Success teammates to meet and exceed quarterly regional targets, while being accountable for individual quarterly metrics including Personal Net Renewal Rate, Customer Health, Adoption, and Advocacy.
Perform other related duties as assigned.