Customer Success Manager, Hootsuite
German Speaker
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
- Bachelor's degree in a related field
- You have considerable relevant work experience in SaaS customer success, account management, or a strategic consulting organization
- You have prior success of achieving target renewal and retention rates on a consistent basis
- You have prior knowledge of (or willingness to learn) marketing and advertising technology
- You have experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)
- You have clear verbal and written communication skills
- Passion for helping customers and being a teacher
- Ability to strike the right ongoing balance between being a detail- & process oriented-person, while also being a people-person
- High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
- A self-starter who takes the initiative to get things done
- You can work both independently and collaboratively, think creatively, and take on new challenges
- Bilingual in English and German, both verbal and written
- 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
- We’re looking for a 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
- In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model
- In this role, you will report to the Customer Success Team Lead
- Manage a defined set of accounts, focused on increasing their adoption and growth
- Serve as a trusted advisor to clients, creating lasting relationships and demonstrating an understanding of their business to offer strategic guidance and innovative solutions
- Provide additional training to drive product adoption, client satisfaction, and business growth
- Leverage platform data to drive impact at scale by leading strategic discussions with clients to identify expansion opportunities
- Review customer health and flag and address any risks for churn
- When needed, partner with the 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 the Manager
- Demonstrate deep knowledge of Hootsuite products and processes
- Identify product champions across the business to be used as references and establish new stakeholders within accounts
- Work closely with the Support team to properly prioritize client requests and escalations
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
Few candidates hear
back within 2 weeks
-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 values
- Step Up - Show the world what it looks like to live and work by these guiding principles
- One Team - Make Hootsuite a place where we all feel safe, welcomed, valued, and empowered to do our best work together without compromising who we are
- Customer Obsessed - Focus relentlessly on helping our customers succeed
- Go Fast, Be Agile - Widen our competitive advantage by committing to speed and simplicity over perfection and complexity
- Play to Win - Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders
- Neighbors and Allies - Give back to our communities and be an ally
Company HQ
South Main, Vancouver, BC
Articles
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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