hootsuite

The Customer Success team is the face and voice of Hootsuite/Talkwalker, reflecting the company's core values in its strategic collaboration with customers. The Customer Success Manager’s role is to 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 our products in order to achieve and optimize their business goals. As part of the Customer Success Team, we believe that closing the deal is just the beginning. Our mission is to become an extension of our customer’s team and ensure that every customer recognizes the ROI of the platform. 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 our software to execute their evolving business strategies. This is a hybrid role and is open to applicants located in New York City. In this role, you will report to the Manager, Customer Success. WHAT YOU’LL DO: Manage a defined set of accounts, focused on increasing their adoption and growth. Provide additional training to help customers implement new use cases. Review customer health and flag and address any risks for churn. When needed, partner with the 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 the Manager. Demonstrate deep knowledge of TW products and processes. WHAT YOU’LL NEED:You have entry level relevant work experience in SaaS customer success, account management, or a strategic consulting organization. You have prior success achieving target renewal and retention rates on a consistent basis. You have prior knowledge of (or willingness to learn) marketing and advertising technology. You have experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides). You have clear verbal and written communication skills. Passion for helping customers and being a teacher. Ability to strike the right ongoing balance between being a detail- & process oriented-person, while also being a people-person. High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others. A self-starter who takes the initiative to get things done. You can work both independently and collaboratively, think creatively, and take on new challenges. 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: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. The Customer Success team is the face and voice of Hootsuite/Talkwalker, reflecting the company's core values in its strategic collaboration with customers. The Customer Success Manager’s role is to 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 our products in order to achieve and optimize their business goals. As part of the Customer Success Team, we believe that closing the deal is just the beginning. Our mission is to become an extension of our customer’s team and ensure that every customer recognizes the ROI of the platform. 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 our software to execute their evolving business strategies. This is a hybrid role and is open to applicants located in New York City. In this role, you will report to the Manager, Customer Success.

We’re looking for an Italian speaking Senior Enterprise Account Manager to own the relationship for a portfolio of Hootsuite’s large, strategic, Enterprise customers. In this role, you’ll build, cultivate, and maintain influential relationships with your customers by leveraging your experience and demonstrating expert-level competency in Hootsuite's products, industry trends and best practices. You will collaborate with management and other stakeholders in driving renewal and expansion strategies and ensure a proactive and seamless approach to the renewal and expansion process for our customers. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model. This role is open to applicants located in near our offices in Rome, Milan and London, or remotely within Italy. In this role, you will report to the Director, Account Management.

We’re looking for an Account Executive, Enterprise Sales to help us develop and close new business with Hootsuite customers within our landmark industries. You will work in a fast paced sales environment selling Hootsuite solutions to prospective customers. This role is a full sales cycle role from opportunity creation to close. You will be responsible for owning your own pipeline and generating outbound opportunities with companies that could benefit from Hootsuite as their social media management partner.This is a hybrid role and is open to applicants located within commuting distance of our Toronto or Vancouver office.

We’re looking for an Account Executive, Enterprise Sales to help us develop and close new business with Hootsuite customers within our landmark industries. You will work in a fast paced sales environment selling Hootsuite solutions to prospective customers. This role is a full sales cycle role from opportunity creation to close. You will be responsible for owning your own pipeline and generating outbound opportunities with companies that could benefit from Hootsuite as their social media management partner.This is a hybrid role and is open to applicants located within commuting distance of our Toronto or Vancouver office.

We’re looking for a Senior Account Executive, Enterprise Sales to help us develop and close new business with larger enterprise customers within our landmark industries. You will work in a fast paced sales environment selling Hootsuite solutions to prospective customers. This role is a full sales cycle role from opportunity creation to close. You will be responsible for owning your own pipeline and generating outbound opportunities with companies that could benefit from Hootsuite as their social media management partner. This is a hybrid role and is open to applicants located within commuting distance of our Toronto or Vancouver office.

We’re looking for an Intermediate Software Developer, DevOps who can help us support the development organization to deliver value to customers in a reliable, efficient, and safe manner. You’ll be working in a focused team that owns one piece of the production application environment and the developer experience, you will execute on defined projects to achieve team-level goals. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model. This role is open remotely to applicants located in Italy, Romania or Belgium.

We’re looking for a Product Trainer to help us train our customers on Hootsuite and Talkwalker products and act as a key member of the end-to-end customer journey. You’ll be working with the Professional Services team to successfully launch and guide customers by educating them on how to use Hootsuite/Talkwalker products. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model. This role is open to applicants located in Alberta and British Columbia. In this role, you will report to the Manager, Product Trainer.

We’re looking for a Salesforce Administrator to help us build and maintain effective, scalable solutions in Salesforce and related software tools. You’ll collaborate with stakeholders throughout the organization, using technology to solve problems, improve processes and make everyone’s workday better. This role will report to the Senior Manager, Business Technology. This is a remote-first role and is open to applicants located within provinces/states (Canada and USA) where we comply with our legal hiring entities.

We’re looking for an Account Manager to own the relationship for a portfolio of Hootsuite’s Enterprise customers. In this role, you’ll work to establish influential relationships with your customers by leveraging your experience and competency in Hootsuite/Talkwalker products, industry trends and best practices. You will collaborate with management and other stakeholders in driving renewal and expansion strategies. You’ll ensure a proactive and seamless approach to the renewal and expansion process for our customers.This role is open to applicants located in London, United Kingdom & Bucharest, Romania. In this role, you will report to the Account Management Manager.

We’re looking for Enterprise Customer Advocate to help us assist our highest valued Enterprise customer accounts with prompt, friendly and accurate help through any medium or channel. In this role, you’ll support the customer onboarding process and report trends and patterns related to Support escalation workflows. You’ll communicate with our global Enterprise customers in an efficient, professional and engaging manner. This is a hybrid role and is open to applicants located within Mexico City. In this role, you will report to the Senior Manager, Customer Support.

We’re looking for Bilingual Enterprise Customer Support Advocate, fluent in French and English, to help us assist our highest valued Enterprise customer accounts with prompt, friendly and accurate help through any medium or channel. In this role, you’ll support the customer onboarding process and report trends and patterns related to Support escalation workflows. You’ll communicate with our global Enterprise customers in an efficient, professional and engaging manner. This is a remote-first position, open to applicants located in Canada, where we adhere to our legal hiring requirements. In this role, you will report to the Team Lead, Enterprise Customer Support.

We’re looking for an Associate Customer Success Manager to support a portfolio of customers at scale. As part of Hootsuite’s Customer Success team, you will collaborate with internal stakeholders, and leverage automation and scaled strategies to ensure your customers have the tools and resources they need to achieve their business goals on social. You will learn to understand your customers and support their success through regular engagement and assessments in support of sustained customer health, adoption, advocacy, and timely renewals. This is a hybrid role and is open to applicants located within commuting distance of our Vancouver, Montreal or Toronto office. In this role, you will report to the Senior Manager, Customer Success.

We're looking for a Senior Software Developer, DevOps who can design, build, test, and ship high quality software that support the development organization to deliver value to our customers in an efficient, and reliable manner. You’ll be a technical leader on a small and agile team that continuously incorporates feedback to refine and improve the products and features being delivered. You will foster and challenge established patterns and best practices to improve the quality of work delivered by the team. The team will own the entire delivery lifecycle from beta releases to production ready, scalable products suitable for internal development teams. This is a remote-first role and is open to applicants located within provinces in Canada where we comply with our legal hiring entities. In this role, you will report to the Manager, DevOps.

We’re looking for a Senior Account Executive, Enterprise Sales to help us develop and close new business with larger enterprise customers within our landmark industries. You will work in a fast paced sales environment selling Hootsuite solutions to prospective customers. This role is a full sales cycle role from opportunity creation to close. You will be responsible for owning your own pipeline and generating outbound opportunities with companies that could benefit from Hootsuite as their social media management partner. This is a hybrid role and is open to applicants located within commuting distance of our Singapore office.

We’re looking for an Intermediate Software Developer, DevOps who can help us support the development organization to deliver value to customers in a reliable, efficient, and safe manner. You’ll be working in a focused team that owns one piece of the production application environment and the developer experience, you will execute on defined projects to achieve team-level goals. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model. This role is open to applicants located across Canada. In this role, you will report to the Manager, DevOps.

We’re looking for a Customer Support Advocate to help us support our customers by providing a world class service within our SLAs using a passionate and positive approach to the job as well as in-depth process and product knowledge. You’ll be working with Hootsuite Ecommerce customers to provide timely and accurate customer support through great customer service. . This is a hybrid role and is open to applicants located within commuting distance of Bucharest, Romania. In this role, you will report to the Team Lead, Customer Support.

We’re looking for a Technical Account Consultant to deliver ongoing technical consultation, guidance and optimization to our customers in every region. You will act as a technical consultant for customers who purchase TAM hours with a focus on driving product adoption, value, and renewal. As a member of our Professional Services team you will understand our managed services offerings and provide presales support in your region. You understand customer needs and are technically-oriented with a desire to continuously uplevel your skills, creatively solve problems, and liaise with stakeholders across the business to develop solutions and services to solve customer pain points. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model. This role is open to applicants located in London, United Kingdom. In this role, you will report to the Manager, Professional Services.

We’re looking for a Team Lead, Data Technology to help us build and lead a high-performance team that solves challenging data engineering problems as we build our next generation data platform to support Hootsuite’s growing data needs. You will support the Senior Manager, Data Analytics to hire, grow, coach, and lead a team of developers to build, scale, monitor, and optimize data and analytics infrastructure used daily by Hootsuite decision makers. This is a remote-first role and is open to applicants located within provinces/states where we comply with our legal hiring entities.

We’re looking for a Revenue Operations Manager (6 month contract) to manage operational initiatives, including implementation of technology and tools. You’ll drive conversations, collaboration and flow of information across various business verticals ensuring consistency and alignment. In this role, you’ll lead, analyze and implement operational and technical projects that drive efficiencies and synergies across Hootsuite. You will work closely with operations business partners and other members of the Revenue Operations team, ensuring the successful execution of projects through your ability to facilitate stakeholder discussions, build alignment cross-functionally, ensuring the infrastructure and workflows support our teams, as well as the Customer journey.

We’re looking for a Senior Account Executive, Enterprise Sales to help us develop and close new business with larger enterprise customers within our landmark industries. You will work in a fast paced sales environment selling Hootsuite solutions to prospective customers. This role is a full sales cycle role from opportunity creation to close. You will be responsible for owning your own pipeline and generating outbound opportunities with companies that could benefit from Hootsuite as their social media management partner. This is a hybrid role and is open to applicants located within commuting distance of our Toronto or Vancouver office.

We’re looking for a Manager, Customer Support Training & Development to help us execute on a comprehensive, customer-first approach to our Global Hootsuite’s Customer Support Enablement Strategy. Reporting to the Director, Customer Support Enablement, this role will be accountable for leading efforts to intelligently build and deliver robust learning and development programs serving all employees in the Customer Support organization, including leadership. You will lead a team of Training Specialists to ensure that training delivery provides the optimal learner experience and that training materials are developed, enhanced and maintained. This role reports to the Director, Customer Support Enablement and is based remotely across Canada in accordance with Hootsuite's local employment entities) or in Mexico City, Mexico. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model.

We’re looking for a Senior Manager, People Partners to lead a small team of Human Resource Business Partners across EMEA, while also acting as the HRBP for key business units. In this role, you will help us create an exceptional employee experience through strong advocacy and business partnership to attract, grow and retain our talent. You’ll be working with a division with global employees, providing consultation and advice to leaders to drive HR initiatives. This is a hybrid role and is open to applicants located within commuting distance of our London, UK or Luxembourg office. In this role, you will report to the VP, People and Culture.

We’re looking for a Senior UX Designer to help us design and deliver thoughtful user experiences that truly empower our customers on social. You’ll be working on some of our most challenging and high-impact UX problems, helping to develop and execute a shared product vision and strategy. This role is open to applicants located in Luxembourg, Luxembourg and London, United Kingdom. In this role, you will report to the Senior Manager, Product Design.

We’re looking for an Associate Legal Counsel, Commercial and Privacy to contribute in developing a world class privacy program at Hootsuite and supporting the commercial legal team on sales and other commercial matters. You’ll be helping our Senior Director of Privacy and Product Compliance and DPO in translating complex global privacy laws into practical advice for business stakeholders and helping the Commercial Legal team drive deals across the line. This is a remote-first role and is open to applicants located within provinces where we comply with our legal hiring entities. In this role, you will report to the Senior Director, Privacy and Product Compliance. Please include a cover letter when applying.

We are looking for a Senior Specialist, Global Benefits and Mobility to drive our programs, partner with our internal stakeholders (People Partners, Recruiters, Business Leaders and Owls) and provide creative solutions while supporting other areas of Total Rewards. Reporting to the Senior Manager, Total Rewards, you’ll review program design, facilitate and implement changes to the benefits programs, domestic & international mobility programs and ensure effective administration and compliance of TR initiatives globally. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model. This role is open to applicants residing within Canada or the United States.