Strategic Customer Success Manager

About the role

We are seeking a Strategic Customer Success Manager to lead and guide Hootsuite’s highest‑value, most complex enterprise customers. You will act as a senior strategic consultant, driving adoption, engagement, revenue retention, and advocacy while mentoring the broader Customer Success team.

Key responsibilities

• Provide leadership and guidance to enterprise customers, ensuring successful onboarding and ongoing adoption of Hootsuite’s platform and partner products.
• Develop and execute Mutual Account Plans, conduct customized success reviews, and run value‑focused workshops.
• Act as a strategic consultant on social media strategy, product usage, and industry trends to improve customer health.
• Advocate for customer‑driven product enhancements and communicate risks and opportunities across internal teams.
• Mentor and train Customer Success colleagues on discovery, benchmarking, relationship building, and executive conversations.
• Create and maintain project resources such as status decks, adoption reports, and other tools for the team.
• Collaborate with Account Managers to identify expansion opportunities and meet quarterly regional targets.

Required profile

• 8‑12 years of experience in customer success, account management, or a related field.
• Proven track record of managing high‑touch, complex enterprise accounts.
• Strong consultative and leadership abilities.

Required skills

What we offer

• Opportunity to influence the social media strategy of leading global brands.
• Collaborative environment with cross‑functional teams.
• Professional growth through mentorship and leadership responsibilities.