We’re looking for an Associate Customer Success Manager to support a portfolio of customers at scale. As part of Hootsuite’s Customer Success team, you will collaborate with internal stakeholders, and leverage automation and scaled strategies to ensure your customers have the tools and resources they need to achieve their business goals on social. You will learn to understand your customers and support their success through regular engagement and assessments in support of sustained customer health, adoption, advocacy, and timely renewals. This is a hybrid role and is open to applicants located within commuting distance of our Vancouver, Montreal or Toronto office. In this role, you will report to the Senior Manager, Customer Success.
WHAT YOU’LL DO:
- Provide first hand support to customers in your book of business by guiding them to success on their social journey using automated tools and pre-defined processes that require minimal intervention. Escalate complex requests to senior members within the team.
- Actively engage in the learning process to understand customers’ social goals, use cases and desired outcomes. Support the customers through a standardized set of actions, leveraging automated journeys and scaled assets, to successfully deliver against those goals.
- Distribute customer portfolio into relevant segments based on established criteria and maintain success and customer engagement plans as per segment strategy.
- Develop relationships with customers at scale to gauge customer progress and preferences by engaging in periodic dialogues and business reviews, leveraging automation wherever possible
- Demonstrate growing expertise in Hootsuite's products and social media along with keeping up with industry trends and best practices
- Monitor customer account health and adoption throughout the length of the relationship, and leverage automation and standardized strategies to encourage a high uptake of Hootsuite and partner products
- Share insightful information about customers with Account Executives to identify qualified leads (CSQL) for account expansion.
- Log feature requests and update customer account notes in Salesforce. Identify and escalate potential account risks through conversations or relationships with customers to Customer Success leadership.
- Collaborate with Customer Success teammates to meet and exceed quarterly regional targets, while being accountable for individual quarterly metrics including Personal Net Renewal Rate, CSQL, Customer Health, Adoption, and Advocacy.
- Perform other related duties as assigned.
WHAT YOU’LL NEED:
- Entry level customer-facing or account management experience, preferably in the technology (SaaS) industry; proven success managing customers is an asset
- Demonstrated knowledge of social media and/or social marketing and business use of social
- Tech Savvy: Ability to quickly learn new technologies and explain software features and social media concepts to customers in a simple, succinct manner
- Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
- Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
- Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding, support new owls with internal training & collaboration sessions
- Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess importance of tasks and decisions
WHO YOU ARE:
- 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.
In all we do, our six guiding principles light the way:
Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp
One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe
Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed
Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies
Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
#LI-AK1
Variable Pay. You will be eligible to participate in Hootsuite’s Sales Compensation Program. Please speak with your recruiter for more information.
Note. The base salary of our Sales Compensation Program is an absolute value instead of a range and therefore, you will see that reflected below.
Canada Pay Range For This Role
$57,200—$57,200 CAD
Top Skills
What We Do
Hootsuite has been on the pulse of how people use social media for over a decade. As the global leader and world’s first social media management platform, we put social to work in every corner of every organization, from the smallest business to the largest enterprise. We are committed to helping customers harness the power of social media to ignite their brand and business.
How? Over time, we’ve adapted our software to help businesses reach their customers more efficiently across multiple platforms, improve their customer service and gain deeper analytics and consumer insights. Through our deep expertise in social media management, social insights, employee advocacy, and social customer care, we empower organizations to strategically grow their brands, businesses, and customer relationships – while guiding them through the wild world of social media.
Put simply, we help our customers with:
Social media marketing: Create, schedule, publish, and manage content and ad campaigns across social networks from a single dashboard. We help maximize the impact of social marketing by providing real-time insights, so customers can focus on other areas of their business.
Social care: By combining the power of conversational AI with the human touch of our customers’ team(s), our customer messaging platform delivers exceptional customer experiences at scale.
Social customer care: We help our customers meet their customers where they are at. Using Hootsuite, businesses can view and manage all of their customer conversations in one dashboard, providing service that’s seamless and personal.
Why Work With Us
As the creators of social media management, Hootsuite has been on the pulse of this dynamic and ever-changing space since our inception. Working at Hootsuite means being at the forefront of social innovation, tapping into courageous creativity to guide customers through the wild world of social, and helping to define what it means to ‘be social.’
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