Customer Success Manager - Scale

July 28 2021
Industries IT: Software
Categories Account management, Campaign, Customer service, Customer Service, Call Centres, Digital, Media, Graphic Arts, Marketing, Communications, Public Relations
Ottawa, ON

We're looking for a Customer Success Manager - Scale to help us support clients’ social media strategies, advocate the full use of Hootsuite’s Enterprise-level product, and contribute to the overall positive image of the company. You are a sharp and experienced account manager, passionate about helping and leading corporations and marketing agencies to be successful in social media. You have enthusiastic business ethic, a service-oriented ethos, a keen understanding of social business, and the talent to forge strong connections with sophisticated clients. While based in Hootsuite’s Toronto office (post COVID-19), you will report to the Manager, Customer Success.


  • Clearly communicate and guide customers on their social journey as a trusted advisor
  • Actively manage the customer relationship and the lifetime value of clients across a large and diverse assigned customer base
  • Oversee the initial launch and then owning the ongoing adoption and renewal of Hootsuite Enterprise and other products across multiple organizations
  • Develop a thorough understanding of assigned client’s industry trends, best practices and business goals with a focus on how social media drives business value and ROI
  • Identify risk, up-sell opportunities and working with internal and external stakeholders to present solutions


  • Proven experience of account management or social media management, or equivalent industry experience
  • Background in Social Media Marketing and/or Social Media selling
  • Owned and managed a set of customers and as their strategic advisor, guides them to success on their social journey with Hootsuite’s Enterprise and partner products
  • Experience managing, consulting and negotiating with Fortune 1,000 corporations with proven success in growing existing accounts and relationships at scale
  • You have solid written, communication and presentation skills with both a passion for and experience with social media
  • Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
  • Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
  • Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
  • Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects


  • 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.


Apply now! network