Manager, Customer Success Americas

Manager, Customer Success Americas

Hootsuite is a customer centric organization, so much so that Customer Happiness is 1 of our 3 corporate KPIs! We’re looking for a leader who will be responsible for managing a team of Customer Success Managers. The success metrics in this role will include customer renewals, increasing retention rates, improving platform adoption, and identifying upsell opportunities such as licenses and new products.

The type of leader for this position has successfully led a SaaS-company renewals, account management, and customer success team with experience across high-volume customer account manager loading with high touch requirements. This individual thrives on interaction with HootSuite Enterprise customers and HootSuite executives in order to bring an outstanding experience with clients throughout the customer journey.


  • Manage a multi-million dollar portfolio of accounts while achieving 90%+ account retention
  • Work with team to close renewals, customer touch points, and customer adoption metrics
  • Lead and build a strong team on delivering success to every HootSuite Enterprise customer
  • Deliver best practices in client management and technical knowledge to ensure maximum retention and growth potential
  • Ensure any issues are resolved quickly, leveraging resources from across multiple departments as needed
  • Hire world class talent and manage performance to ensure career growth opportunities

Required Skills & Experience:

  • Demonstrable experience in managing large portfolio of accounts, achieving 90%+ renewal rates with measurable revenue expansion
  • Success in consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on profitability
  • Excellent ability to communicate, present and negotiate with executives

Bonus Assets: