Senior Customer Success Manager

Senior Customer Success Manager at Hootsuite

Overview

Hootsuite is seeking a Senior Customer Success Manager to guide strategic accounts, drive product adoption, and ensure customers achieve maximum value from our social media management platform. This on-site role is based in Mexico City and focuses on delivering measurable business outcomes for assigned customers.

Responsibilities

• Manage a portfolio of strategic enterprise and mid-market customers.
• Drive product adoption, realize value, and monitor success metrics across accounts.
• Lead renewal discussions and identify expansion opportunities; collaborate with sales to grow revenue.
• Coordinate with cross-functional teams (product, support, services) to ensure successful onboarding and ongoing success.
• Conduct regular health checks and quarterly business reviews; advocate for customers to inform product improvements.
• Mitigate risk indicators, manage escalations, and maintain high customer satisfaction.

Requirements

• 5+ years of experience in customer success, account management, or related roles within SaaS.
• Proven track record of reducing churn and expanding within accounts.
• Excellent communication, presentation, and stakeholder management skills.
• Experience with CRM and analytics tools (e.g., Salesforce, Gainsight, Zendesk).
• Ability to work cross-functionally in a fast-paced environment.
• Bachelor’s degree; MBA or equivalent preferred.

About Hootsuite

Hootsuite is a leading social media management platform that helps teams collaborate, publish content, and measure impact across multiple networks. We empower customers to achieve business outcomes through connected, data-driven social strategies.

How to apply

Apply via the posting: https://careers.hootsuite.com/job/?gh_jid=6993519