Bilingual Senior Customer Success Manager (Hybrid)

Hootsuite

Vancouver

Hybrid

CAD 80,000 - 112,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Hootsuite in Canada is seeking a Bilingual Senior Customer Success Manager to support high-value clients with Enterprise solutions. You will guide customers through social maturity, drive adoption, retention and growth while shaping success plans and advocacy.

You’ll collaborate with cross-functional teams to deliver ongoing value, lead status reviews, and ensure alignment with business goals in a hybrid Canadian work model. Fluency in French and English is required.

Qualifications

Significant years of customer‑facing / account management experience, preferably in the technology (SaaS) industry; proven success managing a customer portfolio with a record of successful adoption.
Solid knowledge of social media and/or social marketing and business use of social media.
Tech Savvy: Ability to quickly learn new technologies and explain software features and social media concepts to customers in a simple, succinct manner.
Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs.
Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
Open Communication: Clearly conveys thoughts, both written and verbally, listening attentently and asking questions for clarification and understanding.
Priority Setting: Focuses time/energy on the most important issues/opportunities.
Clearly understand how to assess the importance of tasks and decisions.
Commitment to Results: Consistently achieves results, demonstrating high performance.
Problem Solving: Uses an organized and logical approach to find solutions to complex problems.
Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action.
Creativity and Innovation: Seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions.

Responsibilities

Lead day to day relationship management for a book of business of high-value customers (Fortune 1000 sized businesses); guide customers to success on their social journey with Hootsuite’s Enterprise and partner products.
Build and maintain influential relationships with customers with highly complex use cases in the assigned vertical(s), from end users through to executive sponsors.
Cultivate and demonstrate a high level of expertise in Hootsuite's products, social media and your assigned vertical(s) by keeping up with industry trends and best practices.
Engage with customers in your assigned vertical(s) in a high-touch, multi-threaded approach, including onboarding, mutual account plans, success reviews, and regular check-ins.
Monitor account health and adoption; provide guidance on advancing social strategies and leveraging value workshops and industry trends.
Collaborate with Account Manager to develop account strategies and identify qualified leads (CSQL) for expansion.
Advocate for product features and improvements as voice of the customer and work cross-functionally to champion adoption.
Collaborate with Customer Success teammates to meet and exceed quarterly regional targets and metrics.
Participate in internal training, knowledge sharing and collaboration sessions.
Perform other related duties as assigned.