Job Description

We\'re looking for a Senior Manager, Customer Success to develop and drive strategic organizational objectives that positively influence long term customer retention and growth. You will lead a passionate team of Customer Success Managers while also building alignment across the Success Organization by partnering with senior leadership in the effective execution of our customer engagement strategy to drive retention and growth. While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite\'s distributed workforce strategy), and in Hootsuite\'s Vancouver or Toronto office, you will report to our Director, Customer Experience.

WHAT YOU\'LL DO:

• Collaborate with senior leadership to ensure alignment across multiple regions by facilitating strategic planning, developing operational plans, deploying new processes, and creating efficiencies across the Customer Success organization.
• Hire and continually coach a Customer Success team to maximize customer value and build trusted relationships. Drive and influence desired customer success outcomes by leading a team of Customer Success Managers, increasing product usage, adoption and retention.
• Lead and manage a high-performing team, including selection, coaching, mentoring, development, performance management and all other people-management practices, including DE&I.
• Determine and set team objectives that align to overall Customer Success strategy
• Enable team to define and execute appropriate engagement strategies based on both size and complexity of an expanding book of business.
• Serve as the senior most escalation point for your team\'s clients to ensure high quality deliverables, solutions and client management on projects and resolve significant complex account issues
• Collaborate and partner with other business leaders to identify expansion opportunities, retention strategies and build overall alignment across the company.
• Provide leadership and guidance in operationalizing high impact, high visibility strategic projects within Customer Success. Develop, implement, monitor, track and report on project plans, schedule and timelines.
• Serve as a role model and senior leader across the Customer Success Organization by sharing best practices and coaching

WHAT YOU\'LL NEED:

• Broad and varied technology consulting and/or technology management experience; significant direct project management experience; some practical SaaS technology deployment experience
• Strong communication and interpersonal skills, with the ability to effectively interface with executive leaders. Mediate conflict and foster honest dialogue.
• Proven leadership experience, executive-level communication capability and interpersonal skills with the ability to influence and drive business outcomes.
• Process/Project Management: Skilled at figuring out and managing the processes and timelines necessary to get work accomplished.
• Problem Solving: Uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.
• Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
• Priority Setting: Focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions.
• Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.
• Interpersonal Savvy: Relates openly and comfortably with diverse groups of people
• Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships.
• Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects.
• Builds inclusive, cohesive teams which apply diversity to achieve common goals.
• Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work.
• Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision.
• Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of the team and individuals on the team.

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.

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