Senior Customer Success Manager

About the role

Success is measured through adoption, retention, growth, and advocacy.

Customer success teams keep customers happy after the sale. They onboard new accounts, answer questions, and help users get value from a product. They watch usage signals and step in before customers churn. The role mixes support, training, and account management. Customer success teams are measured on retention, usage, and customer satisfaction. Most companies provide structured onboarding so new team members learn the product deeply first.

Key facts

What you'll do

Accounts receive guidance to advance social strategies and realize full product value.

Adoption and retention are driven by ongoing monitoring of account health, with interventions that strengthen workflows and deepen product usage.

Product understanding is deepened through continuous study of industry trends and best practices, demonstrating thought leadership. Customers are engaged across the journey, from onboarding through regular check-ins, to ensure outcomes align with Hootsuite and partner solutions.

Collaboration with Account Managers identifies qualified leads (CSQL) to fuel expansion opportunities. Feedback from the customer voice is channeled cross-functionally to influence product features and improvements. Internal training and knowledge sharing strengthen team capabilities and consistency.

Requirements

The posting states a bachelor's degree requirement. Candidates present 5-8 years of customer-facing or account management experience, preferably in technology (SaaS), with a record of successful customer adoption. A clear understanding of social media and social marketing, and how businesses apply social platforms strategically, is required.

Rapid learning abilities allow quick mastery of new technologies and clear explanation of software features and social media concepts to customers. A customer-first mindset drives proactive support for internal and external needs. Results are achieved by prioritizing group needs over individual interests.

Clear written and verbal communication is maintained through attentive listening and clarifying questions. Focus is directed toward the most important issues and opportunities, assessing the importance of tasks and decisions. An organized, logical approach uncovers root causes to solve complex problems.

Influence is exerted by asserting ideas and persuading others to gain support and mobilize action. Innovation is shown by seeking new and better ways of working, generating original ideas and solutions. High performance is sustained by challenging self and others to deliver outcomes.

Nice to have

Hands-on experience with Hootsuite's product suite and social media platforms is valued. A track record of managing enterprise-level accounts in a SaaS environment is preferred.

Practical notes

Employment eligibility and location requirements apply; Canadian work authorization is required. Typical interview steps

Customer success interviews usually include a support scenario, a communication exercise, and behavioral questions. Candidates may be asked to handle an upset customer or plan an onboarding call. Some loops test product knowledge. Empathy and clear writing are the core skills. Interviewers often ask how you would bring an unhappy account back on track. Structure your answer around listening, a plan, and follow up.

Good to know

Questions to ask

Useful questions for the interview: what a typical week looks like, how work is assigned, what tools the team uses, and how feedback works. Asking how the role has changed recently and what the team wishes it had known when joining is also reasonable. Questions about the manager's priorities are especially valued.

Career growth

Customer success careers grow from specialist to manager and director levels. Some people move toward account management or solutions engineering. Deep product knowledge and cross-functional work with support, sales, and product teams become key at senior levels. Success careers reward product depth and relationship skills equally. Many leaders in this function started in support or account management.