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Customer Success Manager

HootsuiteCiudad de México, Ciudad de México, Mexico

Hace 15 días

Descripción del trabajo

We’re looking for a Customer Success Manager to manage a select portfolio of customers. In this role, you will collaborate with internal stakeholders to onboard customers and ensure they have the tools and resources to achieve their business goals on social media. You will guide customers to success on their social journey, supporting business outcomes while being responsible for user adoption, revenue retention and growth, and customer advocacy. This is a hybrid role, open to applicants within commuting distance of Hootsuite's Mexico City office. You will report to the Manager, Sales & Customer Expansion, LATAM.

What You’ll Do

Own the day-to-day relationship management for a book of business, guiding customers to success with Hootsuite’s Enterprise and partner products.
Partner with Professional Services to onboard customers, develop and maintain Mutual Account Plans, lead success reviews, and ensure success plan development and delivery against customer goals using tools and analytics.
Develop relationships with customers in assigned vertical(s). Gauge customer progress through periodic dialogues and quarterly reviews, providing product updates and metrics.
Demonstrate expertise in Hootsuite's products and social media by staying updated on industry trends and best practices.
Monitor account health and adoption, ensuring high uptake of products by analyzing data and intervening with adoption strategies to enhance workflows and value.
Collaborate with the Account Manager to develop account strategies and identify leads for expansion.
Log feature requests and update customer notes in Salesforce. Escalate potential risks as needed.
Work with Customer Success teammates to meet regional targets and individual metrics such as Net Renewal Rate, CSQL, Customer Health, Adoption, and Advocacy.
Perform other duties as assigned.

What You’ll Need

Intermediate customer-facing / account management experience, preferably in SaaS, with a successful record managing a customer portfolio.

Knowledge of social media and social marketing, and its business use.

Ability to quickly learn new technologies and explain features and concepts simply.

Customer-focused attitude and proactive service orientation.

Strong collaboration and teamwork skills.

Effective communication skills, both written and verbal.

Ability to prioritize important issues and opportunities.

Consistent achievement of results with high performance standards.

Problem-solving skills with an organized approach.

Negotiation skills to obtain commitments while maintaining integrity.

Who You Are

Solution seeker : proactive in tackling challenges and solving problems.

Lifelong learner : eager to learn, experiment, and share feedback.

Resilient adapter : calm and focused in face of change.

Collaborative : able to build positive relationships and foster opportunities.

Critical thinker : willing to ask tough questions for better results.

Active communicator : listens and shares ideas clearly and proactively.

Strategic thinker : understands how your work impacts broader goals.

Accountable owner : takes pride and responsibility for outcomes.

Bar-raiser : strives to help the team grow and succeed.

Our six guiding principles :

Step Up : Dare to go beyond the expected to achieve greatness.

One Team : Respect individuality, build trust, and support each other.

Customer Obsessed : Focus on customer success.

Go Fast, Be Agile : Prioritize speed and simplicity.

Play to Win : Build a profitable, sustainable company.

Neighbours & Allies : Engage with communities and be an ally.

Accommodations will be provided as requested for all stages of the selection process.

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Succes Manager • Ciudad de México, Ciudad de México, Mexico