Principal Customer Success Manager, Media & Sports

We’re looking for a Principal Customer Success Manager, Media & Sports who will provide thought leadership to Hootsuite’s highest value and most complex customers. In this role, you will leverage your expert customer success and social experience to drive business outcomes for your customers. You will take a consultative approach to achieve their goals on social media while being accountable for best-in-class user adoption, engagement, revenue retention & growth, and customer advocacy. You will act as both a senior strategic consultant to customers, and as a leader and mentor to the broader Customer Success team, you will share knowledge and provide insights on a variety of topics. 

WHAT YOU’LL DO:

• Serve as the main point of contact and manage a defined set of client accounts spanning global media companies (TV networks, streaming services), sports leagues/teams, agencies and more, with a focus on increasing client adoption and account growth
• Develop strong relationships based on trust and transparency with clients across various functions, including research, marketing, social, ad sales, press/PR, consumer insights and more
• Manage licence renewal discussions and negotiations for defined set of clients
• Drive Hootsuite value by providing insights and analyses to customers, ensuring that they get the most out of Hootsuite with the aim of helping grow our customer base
• Demonstrate deep knowledge of Hootsuite products and integrations, while keeping up with industry trends and competitors
• Identify and drive upsell and cross-sell opportunities in partnership with sales team
• Evaluate customer needs and advocate internally as the voice of our clients on product strategy, feature development and pricing decisions
• Identify product and process gaps and issues and suggest potential solutions
• Work closely with Support team to properly prioritize client requests and escalations

WHAT YOU’LL NEED:

• Experience in selling or managing client accounts for media measurement tools, and a strong understanding of the media industry
• Excellent communication skills and the ability to clearly articulate the value of Hootsuite’s data to researchers and analysts
• Strong strategic vision for the customer experience, professional services, and customer support, combined with an analytical and sales mindset
• Strong analytical and consultative skills and the ability to understand and interpret data, in order to provide insights and recommendations to clients
• Proven track record of surpassing target renewal, retention & upsell rates on a consistent basis
• Strong customer advocacy with the ability and willingness to engage directly with customers and build relationships with C-level and VP-level stakeholders
• Comfortable preparing and delivering formal executive and quarterly business reviews (EBR/QBR) 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
• Genuine interest in helping others succeed, and a passion for growing and coaching team members, with an eye on employee experience and engagement
• Exceptional drive for developing new operational processes and projects and ability to fulfill operational roles

WHO YOU ARE:

• 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.