Senior Enterprise Customer Success Manager, Hootsuite
Social media management tool
Open for applications
Social media management tool
1001+ employees
Open for applications
1001+ employees
Company mission
To empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- Fluent in English and German (written and spoken)
- Relevant work experience in SaaS customer success, account management, or a strategic consulting organization
- You have prior success of achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
- You have prior knowledge of (or willingness to learn) marketing and advertising technology
- You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
- You have experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)
- Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
- Enjoys working closely with customers to ensure complete satisfaction
- A self-starter who takes the initiative to get things done
- 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
What the job involves
- We’re looking for a Senior Enterprise 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 consult customers in their initial steps in onboarding and provide meaningful support thereafter
- The goal is to help customers truly leverage the powerful analytics available to them in order to achieve and optimize their business goals
- The CSM's main responsibilities include ensuring high client retention and increasing revenue through upselling and cross-selling
- This is accomplished by understanding the client's industry and business needs and helping them use the software to execute their evolving business strategies
- Serve as the main point of contact and manage a defined set of Enterprise accounts, focused on increasing their adoption and growth
- In this role, you will report to the Manager, Customer Success
- Review customer health and flag and address any risks for churn
- When needed, partner with sales team to drive upsell opportunities
- Identify happy customers that can be used as references
- Provide feedback (from clients and own) on product features, gaps and pricing to Manager
- Demonstrate deep knowledge of TW products and integrations, while keeping up with industry trends and competitors
- Work closely with Support team to properly prioritize client requests and escalations
- Evaluate and analyze customer needs and work with other TW departments to address them
- Develop strong relationships based on trust and transparency with clients
- Identify product and process gaps and issues and suggest potential solutions
- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
- Gauge customers’ levels of engagement with TW and identity ways to improve penetration
Our take
Hootsuite is a leading social media management platform that’s been around since the early days of this now-ballooning online sector. With over 18 million customers, and used by over four fifths of the Fortune 1000, this giant is hugely competitive in the space.
Thought Hootsuite's plans for an IPO didn't survive the tough economic conditions of 2022 (like many of its peers, the company engaged in several rounds of layoffs), it has since reworked its leadership team to get back on course as the economy recovers.
Just like its acquisition of Sparkcentral saw the company expand into customer service, its more recent purchase of Talkwalker sees it integrate AI into its platform. The combined offering will supply businesses with a social media performance engine to turn insights into action, all fuelled by artificial intelligence.
Steph
Company Specialist at Welcome to the Jungle
Insights
-26% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2014
$60m
SERIES D
Aug 2013
$165m
SERIES B
Total funding: $246.9m
Company benefits
- 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
- A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
- Accidental death and dismemberment (AD&D) Insurance
- Dental Insurance
- Disability Insurance
- Employee Assistance Program
- Gym / Wellness Reimbursement ($55 per month)
- Gym Discount
- Health Insurance
- Life Insurance
- Maternity Leave
- PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
- Paternity Leave
- Sick Time (for individual employee and family members)
- Bereavement Leave
- Business Travel Insurance
- Company Phones
- Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
- Immigration Assistance
- Phone Bill Reimbursement ($50 per month)
- Remote Work
- 401k
- Employee Discount
- Pet Friendly Workplace
- RRSP Matching
- Volunteer Time Off
Company HQ
South Main, Vancouver, BC
Leadership
Ryan Holmes
(Founder & Board Member)Previously founded interactive agency Invoke Media, served on the Board of Directors for Ariztia, and founded pre-seed fund LOI Venture.
Irina Novoselsky
(CEO)Previously Board Member at Lemonade and World Business Chicago, CEO at CareerBuilder and President at Novitex Enterprise Solutions.
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