We're looking for a Customer Success Manager, Scale to help us support clients’ social media strategies, advocate the full use of Hootsuite’s Enterprise-level product, and contribute to the overall positive image of the company. You are a sharp and experienced account manager, passionate about helping and leading corporations and marketing agencies to be successful in social media. You have enthusiastic business ethic, a service-oriented ethos, a keen understanding of social business, and the talent to forge strong connections with sophisticated clients. While based in Hootsuite’s Toronto office (post COVID-19), you will report to the Manager, Customer Success.

What You’ll Do

• Clearly communicate and guide customers on their social journey as a trusted advisor
• Actively manage the customer relationship and the lifetime value of clients across a large and diverse assigned customer base
• Oversee the initial launch and then owning the ongoing adoption and renewal of Hootsuite Enterprise and other products across multiple organizations
• Develop a thorough understanding of assigned client’s industry trends, best practices and business goals with a focus on how social media drives business value and ROI
• Identify risk, up-sell opportunities and working with internal and external stakeholders to present solutions

• Proven experience of account management or social media management, or equivalent industry experience
• Background in Social Media Marketing and/or Social Media selling
• Owned and managed a set of customers and as their strategic advisor, guides them to success on their social journey with Hootsuite’s Enterprise and partner products
• Experience managing, consulting and negotiating with Fortune 1,000 corporations with proven success in growing existing accounts and relationships at scale
• You have solid written, communication and presentation skills with both a passion for and experience with social media
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects

Who You Are

• 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.