Senior Manager of Customer Success, Hootsuite
Social media management tool
Job no longer available
Social media management tool
1001+ employees
Job no longer available
1001+ employees
Company mission
To empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- Broad and varied technology consulting and/or technology management experience; significant direct project management experience; some practical SaaS technology deployment experience
- Strong communication and interpersonal skills, with the ability to effectively interface with executive leaders. Mediate conflict and foster honest dialogue
- Proven leadership experience, executive-level communication capability and interpersonal skills with the ability to influence and drive business outcomes
- Process/Project Management: Skilled at figuring out and managing the processes and timelines necessary to get work accomplished
- 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
- Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
- Priority Setting: Focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
- Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
- Interpersonal Savvy: Relates openly and comfortably with diverse groups of people
- Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships
- Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects
- Builds inclusive, cohesive teams which apply diversity to achieve common goals
- Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
- Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
- Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of the team and individuals on the team
- Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community
- Curious. You are always learning and seeking ways to make things better
- Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity
- Humble. You lead with humility and empathy, respecting and learning from the perspectives of others
What the job involves
- Collaborate with senior leadership to ensure alignment across multiple regions by facilitating strategic planning, developing operational plans, deploying new processes, and creating efficiencies across the Customer Success organization
- Hire and continually coach a Customer Success team to maximize customer value and build trusted relationships. Drive and influence desired customer success outcomes by leading a team of Customer Success Managers, increasing product usage, adoption and retention
- Lead and manage a high-performing team, including selection, coaching, mentoring, development, performance management and all other people-management practices, including DE&I
- Determine and set team objectives that align to overall Customer Success strategy
- Enable team to define and execute appropriate engagement strategies based on both size and complexity of an expanding book of business
- Serve as the senior most escalation point for your team’s clients to ensure high quality deliverables, solutions and client management on projects and resolve significant complex account issues
- Collaborate and partner with other business leaders to identify expansion opportunities, retention strategies and build overall alignment across the company
- Provide leadership and guidance in operationalizing high impact, high visibility strategic projects within Customer Success. Develop, implement, monitor, track and report on project plans, schedule and timelines
- Serve as a role model and senior leader across the Customer Success Organization by sharing best practices and coaching
- You will report to our Director, Customer Experience
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 25 million customers, and used by staff at 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, it managed to rework its priorities to get back on course. For example, its acquisitions of Sparkcentral and Talkwalker allowed the company to expand into customer service and integrate AI, respectively.
Hootsuite's offering nowadays supplies businesses with a social media performance engine to turn insights into action, all fuelled by artificial intelligence. Unfortunately, the company once again laid off staff during 2025, stating an investment in its future where decisions are made faster and ownership is clear.
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.
Salary benchmarks
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