Customer Success Manager

You'll manage a select portfolio of customers, collaborating with internal stakeholders to onboard them and ensure they have the tools and resources to achieve their business goals on social. You'll guide customers through their social journey, supporting business outcomes while owning user adoption, revenue retention and growth, and customer advocacy. You'll engage in periodic dialogues and quarterly business reviews, sharing product release updates and metrics, and you'll report to the Senior Manager, Customer Success.

Responsibilities

• Own the day to day relationship management for a book of business, guiding customers to success with Hootsuite's Enterprise and partner products
• Partner with Professional Services to onboard customers, develop and maintain Mutual Account Plans, lead success reviews, and ensure success plan delivery against customer goals
• Develop relationships with customers in assigned verticals, engaging in periodic dialogues and quarterly business reviews and providing product release updates and metrics
• Demonstrate expertise in Hootsuite's products and social media by keeping up with industry trends and best practices
• Monitor account health and adoption throughout the relationship, analyzing data and metrics and intervening with adoption strategies
• Collaborate with Account Manager to develop account strategies and identify qualified leads (CSQL) for account expansion
• Log feature requests and update customer account notes in Salesforce, and identify and escalate potential account risks
• Collaborate with Customer Success teammates to meet and exceed quarterly regional targets and individual metrics including Net Renewal Rate, CSQL, Customer Health, Adoption, and Advocacy
• Perform other related duties as assigned

Requirements

• Intermediate customer-facing / account management experience, preferably in the technology (SaaS) industry, with proven success managing a customer portfolio
• Demonstrated knowledge of social media and/or social marketing and business use of social
• Ability to quickly learn new technologies and explain software features and social media concepts to customers
• Customer focus with a desire to proactively help internal and external customers meet their needs
• Collaboration and teamwork skills
• Open communication, both written and verbal
• Priority setting and time management skills
• Commitment to results and high performance
• Problem solving using an organized and logical approach
• Negotiation skills to obtain commitment to a solution or idea