We are looking for a Customer Success Manager, SMB to help us enable our customers to achieve their business goals on social, at scale. You will leverage technology to efficiently engage with a high volume of customers at various touchpoints in their social journey with Hootsuite and be responsible for best-in-class user adoption, revenue retention and growth, and customer advocacy. This role is based in Vancouver and will be reporting to Manager, Customer Success. WHAT YOU'LL DO:
WHAT YOU'LL NEED:
- Team-based Customer Success: Manage a shared book of business of SMB (small and medium-sized business) customers at scale, and as a trusted representative, guide them to success on their social journey with Hootsuite's Business and Enterprise products
- Onboarding: Assist with the onboarding of new customers by leading platform set-up, and help them start achieving their business goals by educating them through live and recorded content
- Driving Adoption: Monitor usage and adoption by leveraging technology to connect with customers at the right time, and execute targeted 1:many adoption programs such as live webinars and video training
- Engagement at Scale: Engage with customers during periodic progress reviews, where you will share metrics, recommendations, and gauge progress on social media goals
- Retention: Identify at-risk accounts and create action plans to mitigate churn
- Growing Accounts: Identify expansion opportunities in partnership with our Sales team
- Team Collaboration: Collaborate closely with Customer Success teammates to achieve shared success in meeting and exceeding quarterly team targets: Team Renewal Rate, Net Renewal Rate, Customer Satisfaction (CSAT), Adoption, and Advocacy
WHO YOU ARE:
- Some years of customer-facing / account management experience, preferably in the technology (SaaS) industry
- Tech Savvy: Ability to quickly learn new technologies and explain software features and social media concepts to customers in a simple, succinct manner
- Bachelor's degree in Marketing, Business, or other related fields
- Customer Focus: demonstrates a desire to proactively help and serve internal/external cu stomers 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
- Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess importance of tasks and decisions
Share our values:
- 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.
We champion the power of human connection. We're united globally by our shared values of innovation, grit, humility, and passion for customer success. Make an impact:
Working at the speed of social, we create value for our customers by delivering solutions that power relationships at scale. Our pace of work enables fast learning and fosters an environment where you can stretch yourself and make an impact. Learn and grow:
We're committed to growing the capabilities of our people. We are building a learning community where you can work with diverse individuals, explore new ways of thinking, and expand your capabilities. Our employees are teachers and learners who work out loud and share their knowledge to enhance each other's growth.
We are dedicated to building a diverse community, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring. Our purpose is to champion the power of human connection and the heart of connection is inclusion. You belong here.
Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
Customer Service and Support