Director, Customer Success Americas

Director, Customer Success Americas

Hootsuite is a customer centric organization, so much so that Customer Happiness is 1 of our 3 corporate KPIs! We want an individual who is obsessed with customer satisfaction to come in and take on the role of Director Customer Success Americas, putting focus on revenue expansion and customer retention in our SME and Large enterprise markets. You will be a key figure in ensuring an exceptional experience during the Hootsuite customer journey through people, process and technology. You will bring out the best in your team of CSMs and work closely with sales, support, marketing, engineering and partners to execute our customer success strategy within our model.


  • Create and manage a customer journey within each quadrant of our 4-tiered customer success model
  • Own the contract renewal process and ensure 90% renewal rates
  • Leverage customer engagement analytic tools to increase product adoption for each customer
  • Work closely with the Services team to ensure successful onboardings for customers
  • Address high impact customer facing issues not only through product but with creative solutions through internal/external teams and partners
  • Influence product roadmap based on analysis of customer feedback to ensure maximum impact for customer expansion and overall retention of your region
  • Set systems to scale the daily operations of the Customer Success team
  • Develop a customer contact methodology fit into our 4 tiered CS model, to ensure CSMs proactively engage with their customers ultimately improving renewal, retention, and product engagement rates
  • Create and deliver QBRs and effectively communicate needs from other business areas to hit quarterly goals and drive key business metrics for ongoing optimization of the customer success strategies
  • Create, review and effectively present and negotiate MSAs and SOWs
  • Participate and speak at industry events

Required Skills & Experience:

  • Background and experience owning renewal revenue and driving revenue expansion on an existing customer base within SMB and Large Enterprise
  • Experience in building customer success methodologies and models for small to large customer profiles, and scaling them
  • Experience dealing with customer engagement data analytics as we’d like data to be a part of your decision making process. Experience with Totango, Gainsight, or similar Customer Success platforms are a bonus

Bonus Assets:

  • Experience in Social Media Management Software, Social Advertising, Marketing Analytics, API products, Internal/External Social Networks & Social Advertising
  • Love of start-ups and proven success in a fast-moving, dynamic, environment

    Date Posted:
    May 16, 2014 5:01 PM PDT
    HootSuite Media, Inc.

    HootSuite Media, Inc.
    Vancouver, British Columbia, Canada

    HootSuite is a social relationship platform for businesses and organizations to collaboratively execute social media strategies across multiple social networks from one secure, web-based dashboard. Launch marketing campaigns, identify and grow audience, and distribute targeted messages using HootSuite’s unique social media dashboard. Streamline team workflow with scheduling and assignment tools and reach audiences... more