Principal Customer Success Manager, Hootsuite
Media & Sports
$110-154k
Social media management tool
Be an early applicant
Social media management tool
1001+ employees
Be an early applicant
$110-154k
1001+ employees
Company mission
Hootsuite's mission is to empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- Experience in selling or managing client accounts for media measurement tools, and a strong understanding of the media industry
- Excellent communication skills and the ability to clearly articulate the value of Hootsuite’s data to researchers and analysts
- Strong strategic vision for the customer experience, professional services, and customer support, combined with an analytical and sales mindset
- Strong analytical and consultative skills and the ability to understand and interpret data, in order to provide insights and recommendations to clients
- Proven track record of surpassing target renewal, retention & upsell rates on a consistent basis
- Strong customer advocacy with the ability and willingness to engage directly with customers and build relationships with C-level and VP-level stakeholders
- Comfortable preparing and delivering formal executive and quarterly business reviews (EBR/QBR) 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)
- Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
- Genuine interest in helping others succeed, and a passion for growing and coaching team members, with an eye on employee experience and engagement
- Exceptional drive for developing new operational processes and projects and ability to fulfill operational roles
- 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
What the job involves
- We’re looking for a Principal Customer Success Manager, Media & Sports who will provide thought leadership to Hootsuite’s highest value and most complex customers
- In this role, you will leverage your expert customer success and social experience to drive business outcomes for your customers
- You will take a consultative approach to achieve their goals on social media while being accountable for best-in-class user adoption, engagement, revenue retention & growth, and customer advocacy
- You will act as both a senior strategic consultant to customers, and as a leader and mentor to the broader Customer Success team, you will share knowledge and provide insights on a variety of topics
- Serve as the main point of contact and manage a defined set of client accounts spanning global media companies (TV networks, streaming services), sports leagues/teams, agencies and more, with a focus on increasing client adoption and account growth
- Develop strong relationships based on trust and transparency with clients across various functions, including research, marketing, social, ad sales, press/PR, consumer insights and more
- Manage licence renewal discussions and negotiations for defined set of clients
- Drive Hootsuite value by providing insights and analyses to customers, ensuring that they get the most out of Hootsuite with the aim of helping grow our customer base
- Demonstrate deep knowledge of Hootsuite products and integrations, while keeping up with industry trends and competitors
- Identify and drive upsell and cross-sell opportunities in partnership with sales team
- Evaluate customer needs and advocate internally as the voice of our clients on product strategy, feature development and pricing decisions
- Identify product and process gaps and issues and suggest potential solutions
- Work closely with Support team to properly prioritize client requests and escalations
Our take
Hootsuite is a leading social media management platform that’s been around since the early days of this now ballooning online sector. With over 18M customers, and used by over four fifths of the Fortune 1000 - including major players like Ikea, bumble, and JC Perrault - this giant is hugely competitive in the space. It’s a rapidly-changing market, however, and staying ahead is tough.
A push for acquisitions (including Sparkcentral and Heydey) comes as the company is broadening its remit to help customer service teams manage inquiries. This is an interesting step into a growing sector: customer service is going through a period of rapid development with the progress of chatbots and a major increase in the amount of digital communications.
Hootsuite's plans for an IPO didn't survive the tough economic conditions of 2022, and like many other tech companies it engaged in several rounds of layoffs across 2022 and into 2023, with over a third of its workforce made redundant. Following a change in leadership the company hopes to get back on course as the economy begins to recover.
Steph
Company Specialist
Insights
Some candidates hear
back within 2 weeks
-26% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2014
$60m
SERIES D
Aug 2013
$165m
SERIES B
Total funding: $246.9m
Company benefits
- 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
- A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
- Accidental death and dismemberment (AD&D) Insurance
- Dental Insurance
- Disability Insurance
- Employee Assistance Program
- Gym / Wellness Reimbursement ($55 per month)
- Gym Discount
- Health Insurance
- Life Insurance
- Maternity Leave
- PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
- Paternity Leave
- Sick Time (for individual employee and family members)
- Bereavement Leave
- Business Travel Insurance
- Company Phones
- Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
- Immigration Assistance
- Phone Bill Reimbursement ($50 per month)
- Remote Work
- 401k
- Employee Discount
- Pet Friendly Workplace
- RRSP Matching
- Volunteer Time Off
Company values
- Step Up - Show the world what it looks like to live and work by these guiding principles
- One Team - Make Hootsuite a place where we all feel safe, welcomed, valued, and empowered to do our best work together without compromising who we are
- Customer Obsessed - Focus relentlessly on helping our customers succeed
- Go Fast, Be Agile - Widen our competitive advantage by committing to speed and simplicity over perfection and complexity
- Play to Win - Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders
- Neighbors and Allies - Give back to our communities and be an ally
Company HQ
South Main, Vancouver, BC
Articles
Leadership
Ryan Holmes
(Board Member)Previously founded interactive agency Invoke Media, served on the Board of Directors for Ariztia, and after stepping back fro Hootsuite went on to found pre-seed fund LOI Venture.
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