Senior Customer Success Manager Job at Hootsuite (Singapore)

Senior Customer Success Manager

Hootsuite

Location:
Singapore , Singapore

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We’re looking for a Senior Customer Success Manager for 9-month contract to partner with our highest-value clients. In this role, you’ll drive meaningful customer outcomes, retention, and growth by building strong executive relationships, delivering impactful business reviews, and offering data-driven recommendations. As a trusted advisor, you’ll help shape customer strategy, proactively reduce churn, and identify opportunities for expansion. This is a remote role and is open to applicants located in Singapore. In this role, you will report to the Director, Customer Success.

Job Responsibility:

Serve as the main point of contact and manage a defined set of Enterprise accounts, focused on increasing their adoption and growth
Review customer health and flag and address any risks for churn
When needed, partner with sales team to drive upsell opportunities
Identify happy customers that can be used as references
Provide feedback (from clients and own) on product features, gaps and pricing to Manager
Demonstrate deep knowledge of TW products and integrations, while keeping up with industry trends and competitors
Work closely with Support team to properly prioritize client requests and escalations
Evaluate and analyze customer needs and work with other TW departments to address them
Develop strong relationships based on trust and transparency with clients
Identify product and process gaps and issues and suggest potential solutions
Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
Gauge customers’ levels of engagement with TW and identity ways to improve penetration

Requirements:

5+ years of relevant work experience in SaaS customer success, account management, or a strategic consulting organization
Prior success of achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
Prior knowledge of (or willingness to learn) marketing and advertising technology
Comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
Experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)
Clear verbal and written communication skills
Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
Enjoys working closely with customers to ensure complete satisfaction
Accountability: holds self and others accountable to meet and exceed commitments
Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships
Perseverance: pursues everything with energy, drive, and a need to finish—doesn’t give up
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
Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects

What we offer:

Canadian Benefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, life/disability insurances, an Employee and Family Assistance Program and more! Hootsuite provides a group RRSP plan with a company match of up to 4% of base salary. Benefits are available to permanent employees who meet minimum hours requirements without a waiting period
US Benefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, and life/disability insurances. Hootsuite also offers a 401k Plan with a company match (up to 4% of base salary), an Employee and Family Assistance Program and more! Benefits are available to employees who meet minimum hours requirements without a waiting period
Global Parental Leave. All permanent employees, including birthing, non-birthing and adoptive parents, who have been employed by Hootsuite for a minimum of 12 months are eligible for 26 weeks of full and partially paid leave in accordance with local government regulations

Additional Information:

Job Posted:
January 09, 2026

Work Type:

Remote work

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