Customer Success Manager (12 month Contract)

Hootsuite
Sydney
Workplace: OnsiteContractFunction: Customer Success & Account ManagementSkills: ["Customer focus","Collaboration","Communication","Problem solving","Negotiation"]

Own day-to-day relationship management for a portfolio of customers, guiding them through onboarding and their social journey with Hootsuite enterprise and partner products. Partner with Professional Services to build and execute Mutual Account Plans, run success reviews, and drive adoption using tools, analytics, and account health metrics. Lead quarterly business reviews, manage account risks, and track outcomes tied to renewal, lead qualification, and customer advocacy.

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FursaFursa
Hootsuite
Hootsuite
2 months ago

Customer Success Manager (12 month Contract)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Own day-to-day relationship management for a portfolio of customers, guiding them through onboarding and their social journey with Hootsuite enterprise and partner products. Partner with Professional Services to build and execute Mutual Account Plans, run success reviews, and drive adoption using tools, analytics, and account health metrics. Lead quarterly business reviews, manage account risks, and track outcomes tied to renewal, lead qualification, and customer advocacy.
Location: Sydney
Workplace: Onsite
Employment Type: Contract · 12 months
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Own day-to-day relationship management for a book of business, guiding customers to success with Hootsuite’s enterprise and partner products.
  • •Partner with Professional Services to onboard customers and develop/maintain Mutual Account Plans and success plan delivery.
  • •Build customer relationships within assigned verticals and run periodic dialogues and quarterly business reviews with product release updates and metrics.
  • •Monitor account health and adoption, analyze data/metrics and industry trends, and intervene with adoption strategies to increase value.
  • •Log feature requests and update customer notes in Salesforce; identify and escalate potential account risks and meet quarterly customer success metrics.

Key Requirements

  • •Intermediate customer-facing/account management experience, preferably in SaaS, with a track record of successful customer 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 concepts clearly to customers.
  • •Demonstrated customer focus and proactive desire to help internal and external customers meet their needs.
  • •Strong communication, collaboration, prioritization, problem-solving, and negotiation skills to drive results and commitment.
Experience:SaaS
Skills:Customer focusCollaborationCommunicationProblem solvingNegotiation
Languages:English
Tech Stack:Salesforce

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