Senior Enterprise Customer Success Manager

We’re looking for a Senior Enterprise Customer Success Manager to support high-value customers in the assigned vertical by providing the tools and resources to achieve their business goals on social media. In this role, you’ll 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 order to achieve and optimize their business goals. 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 the software to execute their evolving business strategies. This role is open to applicants located in Germany. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for hybrid model if you are based in Hamburg or remote work anywhere else in Germany. In this role, you will report to the Manager, Customer Success.

WHAT YOU’LL DO: 

• Serve as the main point of contact and manage a defined set of Enterprise accounts, focused on increasing their adoption and growth
• Review customer health and flag and address any risks for churn
• When needed, partner with 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 Manager
• Demonstrate deep knowledge of Talkwalker and Hootsuite products and integrations, while keeping up with industry trends and competitors
• Work closely with Support team to properly prioritize client requests and escalations
• Evaluate and analyze customer needs and work with other TW departments to address them
• Develop strong relationships based on trust and transparency with clients
• Identify product and process gaps and issues and suggest potential solutions
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Gauge customers’ levels of engagement with TW and identity ways to improve penetration

WHAT YOU’LL NEED: 

• Fluent in English and German (written and spoken)
• Relevant work experience in SaaS customer success, account management, or a strategic consulting organization
• You have prior success of achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
• You have prior knowledge of (or willingness to learn) marketing and advertising technology
• You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
• You have experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Enjoys working closely with customers to ensure complete satisfaction
• A self-starter who takes the initiative to get things done 

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: Dare to go beyond the expected to achieve greatness. #StepUp

One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #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.

#LI-AK1