Customer Success Manager, SMB (French Speaker)

Employer: Hootsuite
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 18.06.2021
    Short company description

    Hootsuite is more than a social media company. We’re more than a tech company. We’re a collective of creators and makers, builders and hackers, teachers and students.

    We believe deeply that social media is revolutionizing how we communicate – and we’re driven by our mission to empower organizations to turn messages into meaningful relationships.
    We believe that culture is the compass to success and so our culture manifesto is woven into the fabric of all we do. We seek exceptional talent that believes joining a passionate, egoless team that is building something bigger than themselves, and having fun doing it, matters.

    We know you have a lot of choices on where to take your career next. Whether you’re based in Vancouver, London, Singapore or any of our 8 nests around the globe, you will have 800+ #HootsuiteLife peeps who will have your back to support your growth everyday.


    - Proven customer-facing / account management experience, preferably in the technology (SaaS) industry
    - Bachelor’s degree in Marketing, Business, or other related fields
    - Tech Savvy: Ability to quickly learn new technologies and explain software features and social media concepts to customers in a simple, succinct manner
    - Ability to communicate fluently in English and French
    - Customer Focus: demonstrates a desire to proactively help and serve internal/external customers 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 attentively and asking questions for clarification and understanding
    - Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess importance of tasks and decisions


    - Team-based Customer Success: Manage a shared book of business of SMB (small and medium-sized business) customers at scale, and as a trusted representative, guide them to success on their social journey with Hootsuite’s Business and Enterprise products
    - Onboarding: Assist with the onboarding of new customers by leading platform set-up, and help them start achieving their business goals by educating them through live and recorded content
    - Driving Adoption: Monitor usage and adoption by leveraging technology to connect with customers at the right time, and execute targeted 1:1, many adoption programs such as live webinars and video training
    - Engagement at Scale: Engage with customers during periodic progress reviews, where you will share metrics, recommendations, and gauge progress on social media goals
    - Retention: Identify at-risk accounts and create action plans to mitigate churn
    - Growing Accounts: Identify expansion opportunities in partnership with our Sales team
    - Team Collaboration: Collaborate closely with Customer Success teammates to achieve shared success in meeting and exceeding quarterly team targets: Team Renewal Rate, Net Renewal Rate, Customer Satisfaction (CSAT), Adoption, and Advocacy

    Other info

    What we offer:
    - Competitive compensation package
    - 26 Vacation days
    - Wellness week in 2021
    - Owly time (50% of all Fridays off during Q3)
    - 5 Mental Health/Sick leaves (during the pandemic)
    - Health benefits - medical services, insurance
    - Employee Assistance Program
    - Meal vouchers
    - Restricted Stock Units
    - Headspace App subscription
    - Bookstr subscription
    - Macbook equipment
    - Flexible schedule