Senior Enterprise Customer Success Manager - Remote

Overview

We’re looking for a Senior Customer Success Manager to support Talkwalker customers across multiple verticals by providing the tools and resources to achieve their business goals on social media. In this role, you’ll build, cultivate, and maintain influential relationships with your customers by leveraging your customer success experience and demonstrating expert-level competency in Talkwalker’s product, industry trends and best practices.

In Short

• Serve as the main point of contact and manage a defined set of Enterprise accounts.
• Review customer health and flag and address any risks for churn.
• Partner with sales team to drive upsell opportunities.
• Identify happy customers that can be used as references.
• Provide feedback on product features and gaps.
• Demonstrate deep knowledge of TW products and integrations.
• Work closely with Support team to prioritize client requests.
• Evaluate and analyze customer needs.
• Develop strong relationships based on trust and transparency.
• Provide insights to ensure customers get the most out of the platform.

Requirements

• Significant relevant work experience in SaaS customer success or account management.
• Prior success of achieving and/or surpassing target renewal rates.
• Prior knowledge of marketing and advertising technology.
• Comfort with delivering formal executive business reviews.
• Experience using customer success software and CRM software.
• Clear verbal and written communication skills.
• Proactive team player with fresh ideas for user adoption.
• Ability to quickly learn new technologies.
• Demonstrates a desire to help and serve customers.
• Works with others to deliver results.

Benefits

• Flexible work arrangement allowing for remote work.
• Opportunities for professional growth and development.
• Participation in Hootsuite’s Sales Compensation Program.
• Supportive team environment.
• Access to industry-leading tools and resources.