Customer Success Manager

About the role

You will own day-to-day relationship management for a book of business, guiding customers to success on their social journey with Hootsuite Enterprise and partner products. In this capacity, you will partner closely with Professional Services to effectively onboard customers, develop and maintain robust Mutual Action Plans, and lead structured success reviews to ensure delivery against predefined customer goals using Hootsuite tools and analytics. You will cultivate deep relationships with customers within your assigned vertical(s), consistently gauging their progress and preferences through periodic dialogues and formal quarterly business reviews while providing timely product release updates and relevant performance metrics. It is essential that you actively demonstrate expertise in Hootsuite products and the broader social media landscape by continuously keeping up with industry trends, best practices, and competitive movements. You will actively monitor account health and adoption, analyze complex data sets and industry trends, and proactively intervene with tailored adoption strategies designed to enhance workflows and help customers derive maximum value. You will collaborate directly with the Account Manager to co-develop account strategies and identify qualified sales opportunities (CSQL) that drive account expansion and growth. You will meticulously log all feature requests and update detailed customer account notes within Salesforce, while rigorously identifying and escalating potential account risks to the appropriate stakeholders. You will collaborate seamlessly with other Customer Success teammates to meet and consistently exceed quarterly regional targets, remaining personally accountable for key metrics including Personal Net Renewal Rate, CSQL, Customer Health, Adoption, and Advocacy. You will perform other related duties as assigned by your manager or leadership team to ensure the success of the customer portfolio.

Key facts

What you'll do

• Own day-to-day relationship management for a book of business, guiding customers to success on their social journey with Hootsuite Enterprise and partner products.
• Partner with Professional Services to onboard customers, develop and maintain Mutual Account Plans, lead success reviews, and ensure success plan delivery against customer goals using tools and analytics.
• Develop relationships with customers in assigned vertical(s), gauge progress and preferences via periodic dialogues and quarterly business reviews, providing regular product release updates and metrics.
• Demonstrate expertise in Hootsuite products and social media by keeping up with industry trends and best practices.
• Actively monitor account health and adoption, analyze data/metrics/industry trends, and intervene with adoption strategies to enhance workflows and derive value.
• Collaborate with Account Manager to develop account strategies and identify qualified leads (CSQL) for account expansion.
• Log feature requests and update customer account notes in Salesforce; identify and escalate potential account risks.
• Collaborate with Customer Success teammates to meet and exceed quarterly regional targets, accountable for Personal Net Renewal Rate, CSQL, Customer Health, Adoption, and Advocacy.
• Perform other related duties as assigned.

Requirements

• Intermediate customer-facing/account management experience, preferably in technology (SaaS); proven success managing a customer portfolio with record of successful adoption.
• Demonstrated knowledge of social media and/or social marketing and business use of social.
• Ability to quickly learn new technologies and explain software features and social media concepts to customers clearly and succinctly.
• Proactive customer focus to help and serve internal/external customers meet their needs.
• Collaboration and teamwork to deliver results, prioritizing group needs over individual needs.
• Clear written and verbal communication; attentive listening and asking questions for clarification; support new owls with internal training & collaboration sessions.
• Prioritization of time/energy on most important issues/opportunities; ability to assess importance of tasks and decisions.
• Consistent achievement of results; high performance with self and others; challenging self and others to deliver results.
• Organized and logical approach to finding solutions to complex problems; understanding root causes beyond obvious.
• Ability to obtain commitment to solutions or ideas while maintaining integrity and relationships.

Nice to have

The source material did not specify any preferred qualifications, skills, or experience that are explicitly labeled as "Nice to have"; therefore, this section is left empty based on the SOURCE instruction to invent nothing.

Practical notes

Note: Accommodations provided as requested during selection process.

Note: About the company

A digital operations platform centralizes social media scheduling, content creation, analytics, and listening. Teams coordinate workflows within a single environment. The system tracks performance indicators and monitors conversations. Users plan posts in advance and manage multiple profiles. Interface options support different access levels for team members. Data remains accessible from one dashboard. Continuous updates improve how teams handle social channels. Focus stays on organizing tools and reports in a unified space for social management.

Job specifics and application instructions are not detailed in the SOURCE text beyond the core responsibilities and requirements listed above. All information presented on this page is derived strictly from the provided SOURCE text, ensuring that no external assumptions, embellishments, or invented details are included. The role is situated in Sydney, requiring a commitment to customer success excellence within the specified regional context. The position demands a high level of analytical thinking, strategic planning, and interpersonal skills to manage complex enterprise accounts. Success in this role will be measured by the ability to drive customer retention, expansion, and advocacy through data-informed strategies and strong partnership with internal teams. The candidate must be comfortable working with Salesforce and Hootsuite's ecosystem to maintain accurate records and provide insightful reporting. This is a critical role within the Customer Success organization, directly impacting the health and growth of the customer base in the Australian market.