Customer Success Manager (Commercial/Mid-Market)

The Customer Success team is the face and voice of Hootsuite/Talkwalker, reflecting the company's core values in its strategic collaboration with customers. The Customer Success Manager’s role is to 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 our products in order to achieve and optimize their business goals. As part of the Customer Success Team, we believe that closing the deal is just the beginning. Our mission is to become an extension of our customer’s team and ensure that every customer recognizes the ROI of the platform. 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 our software to execute their evolving business strategies. This is a hybrid role and is open to applicants located in New York City. In this role, you will report to the Manager, Customer Success.

WHAT YOU’LL DO:

• Manage a defined set of accounts, focused on increasing their adoption and growth.
• Provide additional training to help customers implement new use cases.
• 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 TW products and processes.

WHAT YOU’LL NEED:

• You have entry level relevant work experience in SaaS customer success, account management, or a strategic consulting organization.
• You have prior success 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.

WHO YOU ARE:

• Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected. 

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