Customer Success Manager

il y a 4 semaines

Paris, Île-de-France Hootsuite Temps plein
About the Role

We're seeking a highly skilled Senior Customer Success Manager to join our team at Hootsuite. As a key member of our Customer Success team, you will be responsible for supporting high-value customers in their assigned vertical by providing the tools and resources necessary to achieve their business goals on social media.

Key Responsibilities
  • Serve as the primary point of contact for a defined set of Enterprise accounts, focusing on increasing adoption and growth
  • Review customer health and identify potential risks for churn, taking proactive measures to address them
  • Partner with the sales team to drive upsell opportunities and identify happy customers who can serve as references
  • Provide feedback on product features, gaps, and pricing to the Manager
  • Demonstrate in-depth knowledge of our products and integrations, staying up-to-date with industry trends and competitors
  • Work closely with the Support team to prioritize client requests and escalations
  • Evaluate and analyze customer needs, collaborating with other departments to address them
  • Develop strong relationships based on trust and transparency with clients
  • Identify product and process gaps, suggesting potential solutions
  • Provide insights to customers to help them maximize the value of our platform, driving growth in our customer base
  • Gauge customers' levels of engagement and identify ways to improve penetration
Requirements
  • ~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
  • ~ Comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, focusing 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 with fresh ideas for 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
What We Offer

As a Senior Customer Success Manager at Hootsuite, you will have the opportunity to work with a talented team, develop your skills, and make a meaningful impact on our customers' success. We offer a flexible work arrangement, allowing for remote work or a hybrid model, and a competitive compensation package.

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