Senior Customer Success Manager - STE (until August 2026)

<p>We’re looking for a Senior 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 build, cultivate, and maintain influential relationships with your customers by leveraging your customer success experience and demonstrating expert-level competency in Hootsuite’s product, industry trends and best practices. You will drive business outcomes for your customers while being accountable for best-in-class user adoption, revenue retention and growth, and customer advocacy, guiding customers through their journey of social maturity. You will consistently and proactively review, refine and re-validate plans to ensure the customer gains full value from the product suite, the partnership, Hootsuite and social media as a channel. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work. This role is open to applicants located in France. In this role, you will report to the Senior Manager, Customer Success.</p> <p>&nbsp;</p> <p><strong>WHAT YOU’LL DO:</strong></p> <ul> <li>Lead day to day relationship management for a book of business of high-value&nbsp;customers (Fortune 1000 sized businesses); guide customers to success on their social&nbsp;journey with Hootsuite’s Enterprise and partner products.</li> <li>Build and maintain influential relationships with customers with highly complex use&nbsp;cases in the assigned vertical(s), from end users through to executive sponsors,&nbsp;ensuring they have a consistent, best-in-class experience in every interaction.</li> <li>Cultivate and demonstrate a high level of expertise in Hootsuite's products, social&nbsp;media and your assigned vertical(s) by keeping up with industry trends and best&nbsp;practices.</li> <li>Engage with customers in your assigned vertical(s) in a high-touch, multi-threaded&nbsp;approach, including ensuring successful onboarding, defining Mutual Account Plans&nbsp;with customers, leading success reviews, value workshops, and regular check-ins to&nbsp;drive engagement and ensure Hoosuite is delivering against customer's goals and&nbsp;outcomes according to the success plan.</li> <li>Actively monitor account health and adoption throughout the full duration of the&nbsp;customer relationship; provide guidance on how customers can advance their social&nbsp;strategies; intervene with adoption strategies that showcase how customers can<br>enhance their workflows and better use our products; leverage value / industry&nbsp;specific workshops, trends, and social expertise to increase customer’s social maturity.</li> <li>Collaborate with Account Manager to develop account strategies and identify&nbsp;qualified leads (CSQL) for account expansion.</li> <li>Advocate for product features and improvements as the voice of the customer and&nbsp;works cross-functionally with internal product teams to champion adoption and&nbsp;change.</li> <li>Collaborate with Customer Success teammates to meet and exceed quarterly regional&nbsp;targets, while being accountable for individual quarterly metrics including Personal&nbsp;Net Renewal Rate, CSQL, Customer Health, Adoption, and Advocacy.</li> <li>Actively participate in internal training, knowledge sharing and collaboration sessions</li> <li>Perform other related duties as assigned.&nbsp;</li> </ul> <p><strong>WHAT</strong><strong> </strong><strong>YOU’LL NEED:&nbsp;</strong></p> <ul> <li>Significant years of customer-facing / account management experience, preferably in the technology (SaaS) industry; proven success managing a customer portfolio with a record of successful adoption.</li> <li>Solid knowledge of social media and/or social marketing and business use of social&nbsp;media.</li> <li>Tech Savvy: Ability to quickly learn new technologies and explain software features&nbsp;and social media concepts to customers in a simple, succinct manner.</li> <li>Customer Focus: Demonstrates a desire to proactively help and serve internal/external&nbsp;customers to meet their needs.</li> <li>Collaboration and Teamwork: Works with others to deliver results, meaningfully&nbsp;contributing to the team and prioritizing group needs over individual needs.</li> <li>Open Communication: Clearly conveys thoughts, both written and verbally, listening&nbsp;attentively and asking questions for clarification and understanding,</li> <li>Priority Setting: Focuses time/energy on the most important issues/opportunities.&nbsp;</li> <li>Clearly understand how to assess the importance of tasks and decisions.</li> <li>Commitment to Results: Consistently achieves results, demonstrating high&nbsp;performance, and challenging self and others to deliver results.</li> <li>Problem Solving: Uses an organized and logical approach to find solutions to complex&nbsp;problems. Looks beyond the obvious to understand the root cause of problems.</li> <li>Influence: Asserts own ideas and persuades others, gaining support and commitment&nbsp;and mobilizing people to take action.</li> <li>Creativity and Innovation: Seeks new and better ways of doing things, generates&nbsp;original and imaginative ideas, products, or solutions.</li> </ul> <p><strong>WHO YOU ARE:</strong></p> <ul> <li>Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.</li> <li>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.</li> <li>Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.</li> <li>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.</li> <li>Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result.</li> <li>Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively.</li> <li>Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.</li> <li>Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.</li> <li>Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected.</li> </ul> <hr> <p>In all we do, our six guiding principles light the way:</p> <p><strong>Step Up:</strong> Dare to go beyond the expected to achieve greatness. #StepUp</p> <p><strong>One Team:</strong> Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe</p> <p>Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed</p> <p>Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile</p> <p>Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses</p> <p>Neighbours &amp; Allies: Give back to our communities and be an ally. #SocialForGood #Allies</p> <p>&nbsp;</p> <p><em>Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.</em></p> <p><em>#LI-IA #LI-Remote</em></p><div class="content-conclusion"><p>&nbsp;</p> <p>&nbsp;</p> <p><strong>Use of AI in Hiring</strong></p> <p>Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our&nbsp;<a href="https://careers.hootsuite.com/privacy-policy/">Careers Privacy Policy.</a></p></div>