Customer Success Manager (English & German speaker)

We’re looking for a Customer Success Manager to support high-value customers in the assigned vertical by providing the tools and resources to achieve their business goals on social media. In this role, you’ll consult customers in their initial steps in
onboarding and provide meaningful support thereafter. The goal is to help customers truly leverage the powerful analytics available to them in order to achieve and optimize their business goals. The CSM's main responsibilities include ensuring high client retention and increasing revenue through upselling and cross-selling. This is accomplished by understanding the client's industry and business needs and helping them use the software to execute their evolving business strategies. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model. This role is open to applicants located in Germany and France. In this role, you will report to the Customer Success Team Lead.

WHAT YOU’LL DO: 

• Manage a defined set of accounts, focused on increasing their adoption and growth.
• Serve as a trusted advisor to clients, creating lasting relationships and demonstrating an understanding of their business to offer strategic guidance and innovative solutions.
• Provide additional training to drive product adoption, client satisfaction, and business growth.
• Leverage platform data to drive impact at scale by leading strategic discussions with clients to identify expansion opportunities
• Review customer health and flag and address any risks for churn.
• When needed, partner with the sales team to drive upsell opportunities.
• Identify happy customers that can be used as references.
• Provide feedback (from clients and own) on product features, gaps and pricing to the Manager.
• Demonstrate deep knowledge of Hootsuite products and processes.
• Identify product champions across the business to be used as references and establish new stakeholders within accounts.
• Work closely with the Support team to properly prioritize client requests and escalations.
  

WHAT YOU’LL NEED: 

• Bachelor's degree in a related field. 
• You have considerable relevant work experience in SaaS customer success, account management, or a strategic consulting organization.
• You have prior success of achieving target renewal and retention rates on a consistent basis.
• You have prior knowledge of (or willingness to learn) marketing and advertising technology.
• You have experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides).
• You have clear verbal and written communication skills.
• Passion for helping customers and being a teacher.
• Ability to strike the right ongoing balance between being a detail- & process oriented-person, while also being a people-person.
• High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others.
• A self-starter who takes the initiative to get things done.
• You can work both independently and collaboratively, think creatively, and take on new challenges.
• Bilingual in English and German, both verbal and written. 

WHO YOU ARE: 

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community. 
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way:
Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp
One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe
Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed
Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.