Customer Success Manager

About the role

We are seeking a Customer Success Manager to own a select portfolio of customers in Mexico City. You will work closely with internal teams to onboard clients, drive product adoption, and ensure they achieve their business goals using Hootsuite’s Enterprise and partner solutions.

Key responsibilities

• Manage day‑to‑day relationships for an assigned book of business, guiding customers through their social media journey.
• Partner with Professional Services to onboard customers, create Mutual Account Plans, and lead success reviews.
• Conduct periodic dialogues and quarterly business reviews, delivering product updates and performance metrics.
• Monitor account health and adoption, using data and industry trends to recommend adoption strategies.
• Collaborate with Account Managers to develop expansion strategies and identify qualified leads (CSQL).
• Log feature requests and maintain account notes in Salesforce; flag and escalate potential risks.
• Work with the Customer Success team to meet regional quarterly targets and metrics such as Net Renewal Rate, Customer Health, Adoption, and Advocacy.
• Perform other related duties as assigned.

Required profile

• Intermediate experience in customer‑facing or account management, preferably in SaaS.
• Proven track record of managing a customer portfolio and driving successful adoption.
• Strong knowledge of social media and its business applications.
• Tech‑savvy with the ability to quickly learn and explain new software features.
• Customer‑focused mindset and collaborative teamwork skills.

Required skills

• Salesforce