Senior Customer Success Manager

Hootsuite
Vancouver, Toronto
Workplace: HybridFull timeCAD 80,000 - 112,000 annuallyFunction: Customer Success & Account ManagementExperience: 5-8 yearsSkills: ["Customer focus","Collaboration and teamwork","Clear communication","Problem-solving","Influence"]

Own relationships with a portfolio of high-value, Fortune 1000 customers, helping them achieve success on social media using Hootsuite’s enterprise and partner products. Lead day-to-day account management, build executive-level trust, define mutual account plans, and drive onboarding, success reviews, value workshops, and regular check-ins. Monitor account health and adoption to retain revenue, support customer advocacy, and partner with internal teams to expand accounts.

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FursaFursa
Hootsuite
Hootsuite
21 hours ago

Senior Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Own relationships with a portfolio of high-value, Fortune 1000 customers, helping them achieve success on social media using Hootsuite’s enterprise and partner products. Lead day-to-day account management, build executive-level trust, define mutual account plans, and drive onboarding, success reviews, value workshops, and regular check-ins. Monitor account health and adoption to retain revenue, support customer advocacy, and partner with internal teams to expand accounts.
Location: Vancouver, Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Lead day-to-day relationship management for a book of high-value customers, guiding their social journey with enterprise and partner products.
  • •Build and maintain influential relationships across complex use cases from end users to executive sponsors.
  • •Plan and run onboarding, mutual account plans, success reviews, value workshops, and regular check-ins to drive engagement and outcomes.
  • •Monitor account health and adoption throughout the relationship and intervene with adoption strategies to improve workflows and product usage.
  • •Collaborate cross-functionally (including with Account Managers and internal product teams) to develop account strategies, identify qualified leads, and advocate for product improvements.

Pay and Benefits

Salary: CAD 80,000 - 112,000 annually

Key Requirements

  • •5-8 years of customer-facing/account management experience, preferably in SaaS technology, with a track record of successful customer adoption.
  • •Proven success managing a customer portfolio for high-value customers.
  • •Solid knowledge of social media and/or social marketing and business use of social media.
  • •Tech-savvy ability to learn new technologies quickly and explain software features and social media concepts simply.
  • •Strong collaboration, communication, and problem-solving skills, including influencing stakeholders to drive outcomes.
Experience:5-8 yearsSaaS
Skills:Customer focusCollaboration and teamworkClear communicationProblem-solvingInfluence
Languages:English

Company Brief

Hootsuite
Provides a social media management platform for businesses to schedule posts, monitor conversations, analyze performance, and manage multiple social accounts across networks. Serves marketers, agencies, and enterprises with collaboration and analytics tools.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Vancouver, Canada
Founded: 2008
WebsiteLinkedIn