Customer Success Manager

Location: Canada, USA, France, Mauritius, Philippines
Type: Full Time, Remote

Requirements & Experience

  • 3+ years related work experience in a Customer Success organization, leading teams towards successful customer outcomes
  • BA/BS required
  • Deep background in leading customer engagements either through services, support, account management or customer success.
  • Preferred experience with NetSuite/ERP projects
  • Experience in Social Media strongly preferred.
  • Commitment to Results: demonstrating high performance, challenging self and others to consistently deliver results for Hootsuite’s customers. 
  • Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs.
  • Ability to interact with customers of all levels and industry backgrounds, from the C-Level to IT individual contributor.
  • Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
  • Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships with proven ability to manage client expectations, client escalations, and negotiate resolution. Influence: Asserts own ideas and persuades others, gaining support and commitment, while mobilizing people to take action by leaning on ability to manage senior stakeholders.
  • Simultaneously able to deep dive, obtain relevant data, and analyze effectively.
  • Open Communication: clearly conveys thoughts, both written and verbal, listening attentively and asking questions for clarification and understanding

We Expect You to: 

  • Drive customer success strategies to ensure that every ERP Success Partners’ customer realizes value and achieves desired business outcomes
  • Manage clients accounts and portfolios, creating a trustworthy relationship
  • Lead the design, communication and execution of the customer success scale strategy to create efficiencies in our coverage model to drive great customer experiences
  • Developing and executing customer retention plans
  • Drive alignment with renewals and sales functions in order to optimize the experience for customers, directly contributing to successful customer retention
  • Proactively anticipate problems and opportunities while serving as a key escalation point for customers to ensure solution-oriented thinking and best-in-class customer experience.
  • Act as the voice of the customer and brand enthusiast, gathering feedback from clients.
  • Serve as a positive, dynamic leader that displays the best work ethic, creative problem solving skills, positive attitude, and a team-oriented proactive approach, while sharing best practices and coaching on strategy
  • Collaborating with cross-functional teams to address customer issues and provide solutions. 

Perks & Benefits

As much as we value our success, we ensure you grow in a lucrative environment, and you are accompanied with attractive perks and benefits.

Competitive Salary



Health Insurance

Virtual Workforce

Personal Career Development Plan

Targeted Bonus Program

GRSP - Employer Match

Paid opportunity for Certification/Training

Apple/Dell Corporate Discount

Work from Home Stipend

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