Senior Customer Success Manager

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 consult customers in their initial steps in
onboarding and provide meaningful support thereafter. The goal is to help customers truly leverage the powerful analytics available to them in order to achieve and optimize their business goals. The CSM's main responsibilities include ensuring high client retention and increasing revenue through upselling and cross-selling. This is accomplished by understanding the client's industry and business needs and helping them use the software to execute their evolving business strategies. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model. This role is open to applicants located in Luxembourg, the UK and France. In this role, you will report to the Customer Success Team Manager.

**WHAT YOU'LL DO**:

- 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 our 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 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 and identity ways to improve penetration

**WHAT YOU'LL NEED**:

- 5+ years of relevant work experience in SaaS customer success, account management, or a strategic consulting organization
- Prior success in achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
- Prior knowledge of (or willingness to learn) marketing and advertising technology
- You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
- You have 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
- A self-starter who takes the initiative to get things done
- Bilingual in English and Modern Standard Arabic (MSA), both verbal and written.

**WHO YOU ARE**:

- Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
- Curious. You are always learning and seeking ways to make things better.
- Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
- Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

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