Senior Customer Success Manager Job at Hootsuite (Toronto)

Senior Customer Success Manager

Hootsuite

Location:
Canada , Toronto

Category:
Customer Service

Contract Type:
Not provided

Salary:

80000.00 - 112000.00 CAD / Year

Save Job

Apply Position

Job Description:

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.

Job Responsibility:

Lead day to day relationship management for a book of business of high-value customers (Fortune 1000 sized businesses)
guide customers to success on their social journey with Hootsuite’s Enterprise and partner products
Build and maintain influential relationships with customers with highly complex use cases in the assigned vertical(s), from end users through to executive sponsors, ensuring they have a consistent, best-in-class experience in every interaction
Cultivate and demonstrate a high level of expertise in Hootsuite's products, social media and your assigned vertical(s) by keeping up with industry trends and best practices
Engage with customers in your assigned vertical(s) in a high-touch, multi-threaded approach, including ensuring successful onboarding, defining Mutual Account Plans with customers, leading success reviews, value workshops, and regular check-ins to drive engagement and ensure Hoosuite is delivering against customer's goals and outcomes according to the success plan
Actively monitor account health and adoption throughout the full duration of the customer relationship
provide guidance on how customers can advance their social strategies
intervene with adoption strategies that showcase how customers can enhance their workflows and better use our products
leverage value / industry specific workshops, trends, and social expertise to increase customer’s social maturity
Collaborate with Account Manager to develop account strategies and identify qualified leads (CSQL) for account expansion
Advocate for product features and improvements as the voice of the customer and works cross-functionally with internal product teams to champion adoption and change
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
Actively participate in internal training, knowledge sharing and collaboration sessions
Perform other related duties as assigned

Requirements:

5-8 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
Solid knowledge of social media and/or social marketing and business use of social media
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 to 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 the importance of tasks and decisions
Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
Problem Solving: Uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
Creativity and Innovation: Seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions

Nice to have:

Solution seeker
Lifelong learner
Resilient adapter
Intentional collaborator
Critical challenger
Active communicator
Integrated thinker
Accountable owner
Bar-raiser

What we offer:

Health insurance including medical, dental, vision, life/disability insurances
Employee and Family Assistance Program
Group RRSP plan with a company match of up to 4% of base salary
401k Plan with a company match (up to 4% of base salary)
Global Parental Leave: 26 weeks of full and partially paid leave for permanent employees after 12 months

Additional Information:

Job Posted:
January 09, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

Hootsuite - All Job Offers

Job Link Share: