Associate Customer Success Manager

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