.we're looking for a customer success manager to manage a select portfolio of customers.
in this role, you will collaborate with internal stakeholders to onboard customers and ensure that they have the tools and resources to achieve their business goals on social.
you will guide customers to success on their social journey and support business outcomes while being responsible for user adoption, revenue retention and growth, and customer advocacy.
you will actively engage in periodic dialogues and quarterly business reviews, providing regular product release updates, and metrics.
while working in a hybrid work arrangement, a blend of virtual (in accordance with hootsuite's distributed workforce strategy), and in hootsuite's mexico city office, you will report to our director, sales - latam.
*note: please submit your resume in english.
*what you'll do*:- own the day to day relationship management for a book of business, guiding customers to success on their social journey with hootsuite's enterprise and partner products.- partner with professional services to onboard customers, develop and maintain mutual account plans, lead success reviews, and ensure success plan development and delivery against customer goals by leveraging tools and analytics- develop relationships with customers in assigned vertical(s).
gauge customer progress and preferences by actively engaging in periodic dialogues and quarterly business reviews, providing regular product release updates, and metrics- demonstrate expertise in hootsuite's products and social media by keeping up with industry trends and best practices.- actively monitor account health and adoption throughout the length of the relationship, and ensure high uptake of hootsuite and partner products by analyzing data/metrics/industry trends, and intervening with adoption strategies that showcase how customers can enhance their workflows and better use our products to derive further value.- collaborates with account manager to develop account strategies and to identify qualified leads (csql) for account expansion.- log feature requests and update customer account notes in salesforce.
identify and escalate potential account risks, as required- collaborate with customer success teammates to meet and exceed quarterly regional targets, while being accountable for individual quarterly metrics including personal net renewal rate, csql, customer health, adoption, and advocacy.- perform other related duties as assigned