Customer Success Manager

About the role

You will manage a select portfolio of customers, acting as a trusted advisor for their social media operations. In this capacity, you will partner with internal stakeholders to ensure smooth onboarding and equip clients with the necessary tools for success. You will guide customers through their social journey, focusing on user adoption and the achievement of business objectives. This role requires you to drive revenue retention and identify opportunities for growth while fostering customer advocacy. You will engage in regular dialogues and quarterly business reviews, providing updates on product releases and key performance metrics. This is a hybrid position specifically open to applicants residing in Mexico City, Mexico. You will report directly to the Senior Manager, Customer Success.

Key facts

What you'll do

You will orchestrate day-to-day relationship management for a book of business, steering social teams toward their strategic goals using Hootsuite and partner solutions. You will collaborate with Professional Services to manage onboarding processes and develop, maintain, and monitor Mutual Account Plans. You will spearhead success reviews, ensuring delivery of the success plan is tightly aligned with predefined customer goals by leveraging analytics and platform tools. You will cultivate deep relationships within assigned verticals, gauging progress and preferences through consistent conversations and structured business reviews. You will demonstrate advanced expertise in Hootsuite products and social media landscapes by actively maintaining knowledge of industry trends and best practices. You will actively monitor account health and adoption metrics throughout the entire relationship lifecycle to ensure ongoing value realization. You will analyze complex data, metrics, and industry trends to formulate adoption strategies that enhance client workflows and unlock greater value from the platform. You will work in tandem with the Account Manager to refine account strategies and identify qualified leads for expansion and upselling. You will meticulously log feature requests and update detailed customer account notes within Salesforce to maintain accurate records. You will identify and escalate potential account risks proactively to mitigate negative impacts on the relationship. You will collaborate closely with Customer Success teammates to meet and exceed regional performance targets and objectives. You will be fully accountable for personal metrics including Net Renewal Rate, Customer Satisfaction Score (CSQL), Customer Health, Adoption, and Advocacy measurements. You will perform other related duties as assigned by the department leadership and stakeholders.

Requirements

You must possess intermediate customer-facing or account management experience, with a preferred background in the technology or SaaS industry sectors. You must provide a verifiable record of successfully managing a customer portfolio and driving measurable adoption rates. You need demonstrated knowledge of social media platforms and social marketing strategies, including how diverse businesses utilize these channels for growth. You must be highly tech savvy, capable of quickly learning new technologies and clearly explaining software features and social media concepts to varied audiences. You must be intensely customer focused, proactively identifying needs and helping both internal and external customers meet their objectives efficiently. You must excel in cross-functional team environments, prioritizing group results and collective success over individual preferences or biases. You must communicate with precision in both written and verbal formats, listening attentively and asking clarifying questions to ensure mutual understanding. You must manage competing priorities effectively, focusing time and energy on the most critical issues and high-impact opportunities. You must assess the relative importance of tasks and decisions consistently, applying sound judgment to shifting circumstances. You must deliver reliable results, driving personal and team performance while maintaining the highest standards of integrity and professionalism. You must employ a structured approach to problem solving, looking beyond surface issues to accurately identify and address root causes of challenges. You must negotiate outcomes that preserve trust and long-term relationships while securing commitment to mutually beneficial solutions.

Who you are

You are a solution seeker focused on tackling new challenges head-on, solving complex problems, and moving the business forward without waiting to be asked for direction. You are a lifelong learner with a growth mindset, actively seeking feedback and sharing best practices to continuously improve team performance and capabilities. You are a resilient adapter who brings stability and calmness in the face of significant change and unforeseen challenges. You are a proactive communicator who anticipates needs and builds strong rapport with stakeholders across the organization. You are a data-informed thinker who uses metrics to guide decisions and validate the effectiveness of customer success initiatives. You are a collaborative partner who thrives in team settings and leverages diverse perspectives to achieve common goals. You are an empathetic listener who understands client pressures and advocates for their success internally. You are a detailed-oriented professional who ensures accuracy and follow-through in all commitments and documentation. You are a self-motivated individual who takes ownership of your work and seeks opportunities to add value beyond the defined role parameters.

Nice to have

Preferred candidates will have a working knowledge of social media analytics and reporting tools commonly used by marketing teams. Experience with customer success platforms or CRM systems is highly valued. Familiarity with content scheduling and collaboration software is considered an asset for this role. Understanding of digital marketing campaigns and their impact on business growth is a significant advantage.

Practical notes

This role operates on a hybrid schedule with expectations for in-office collaboration a few days per week. The position is open exclusively to local applicants based in Mexico City, Mexico. Travel is not required for this position as it is designed to support regional digital operations. Visa sponsorship is not available for this role. The start date is contingent upon business needs and the availability of the successful candidate.

About Hootsuite

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.