Customer Success Manager (Toronto)

Toronto, ON Canada

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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 purpose to champion the power of human connection.


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, Toronto, London, Bucharest, Singapore or any of our 12 nests around the globe, you will have 1,000+ #HootsuiteLife peeps who will have your back to support your growth everyday.


Here’s where it might start…


Hootsuite Cultural Manifesto


Guru Career Track  

B Corporation Certification

Who You Are...

Hootsuite’s Customer Success department is a smart, passionate and experienced team focused on helping the world’s largest corporations and government agencies be successful in social media. You will establish productive and trusted relationships with Fortune 1000 and other leading organizations and will advocate the full use of Hootsuite’s Enterprise product, services and partner offerings to drive impactful and measurable business value.


This position requires an enthusiastic business ethic, a service-oriented ethos, a deep understanding of business transformation in complex organizations, and the talent to forge strong connections with Hootsuite’s selected strategic accounts.


You have 3+ years of enterprise software sales and experience managing, consulting and negotiating with Fortune 1000 corporations and proven success selling complex solutions preferably with experience in social, security and compliance across key verticals including financial services, government, higher education, healthcare and media and technology



  • Track, forecast and close renewal, up-sell and cross-sell opportunities within assigned client accounts and achieve a 120% net renewal rate
  • Partner with sales teams to identify executive sponsors and stakeholders for each client account
  • Develop and maintain a trusted advisor relationship with each client account to drive measurable business value from Hootsuite’s products, services and partners
  • Create and implement account penetration and adoption plans and strategies to grow Hootsuite’s footprint within assigned agencies
  • Prepare and deliver formal quarterly business reviews
  • Attend key events, tradeshows, conferences and provide thought leadership at VIP roundtables
  • Manage and track KPIs (key performance indicators) in Salesforce related to renewal and expansion commitments to ensure predictable and exceptional results
  • Conduct contract negotiations and develop business case proposals as required
  • Frequent travel, up to 30% within assigned territory, may be required

You're Great At...


  • Having success in key accounts with responsibilities for forecasting, quota attainment, executive presentations and quarterly and annual opportunity tracking
  • Managing a multi-million dollar pipeline and demonstrated ability to work with sales teams and partners to expand business
  • Communication and presentation skills
  • Taking initiative, own processes, and work independently as required
  • Organization with the ability to multi-task and to both finish short-term projects and to manage ongoing long-term strategies
  • Working well with others in a team sales environment

Bonus Points...


  • Fluent in a language(s) other than English

  • Familiarity with Hootsuite web and mobile dashboard

  • Comfortable in a fast-paced, entrepreneurial and rapid-growth environment

  • Flexible day-to-day schedule

  • Funny/egoless (able to laugh at themselves)



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