Senior Customer Success Manager

<p style="text-align: left;">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.<br><br></p> <p class="p1"><strong>This role is open to remote-applicants in Canada and USA (in Provinces/States where we can hire legally), unless you are near a commuting distance from our Toronto or Vancouver offices. In which case, there would be a hybrid component. <br><br></strong><em>We know you’ve heard this before—a lot of companies are looking for your talent. Here’s why we’re different.</em></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 customers (Fortune 1000 sized businesses); guide customers to success on their social journey with Hootsuite’s Enterprise and partner products.</li> <li>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.</li> <li>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.&nbsp;</li> <li>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.</li> <li>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.<