Customer Success Careers: An Inside Look at Hootsuite
Are you looking for a career in account management? Does the idea of solving a customer’s problems and helping them achieve their goals sound exciting to you? Read here from a few of the superstars working in customer success at Hootsuite and discover if a career in customer success is right for you.
Your career path starts off as a Customer Success Manager — Scale, where you are exposed to a variety of small to medium size businesses that use Hootsuite’s solutions and products. A new CSM Scale brings with them B2B customer or account management experience from a fast-paced industry. This allows them to jump in, learn the processes to support and onboard customers, and ensure that the platform meets the client’s specific needs.
Many of our Customer Success Managers — Scale move on to become experienced Customer Success Managers (CSM), where they work with our bigger, more strategic clients. As a CSM, you own a book of business and have a direct impact on the customer’s social strategy. Customers see you as a business partner rather than an account manager. You are also exposed to our stack of partner products and collaborate with them on customer accounts.
Yas Julazadeh talks about how the CSM Scale role developed her skills and prepared her for the Customer Success Manager role.
“The CSM Scale role taught me how to build a relationship with my clients and how to further expand the partnership. It taught me to effectively explore the needs and goals of a client as the main starting point — and how to navigate these objectives throughout the customer journey. As a CSM Scale, I learned how to collaborate with other internal teams and how specific resources we build as a team can set our clients up for success — this has been an extremely valuable takeaway for me as a new CSM.”
Successful CSMs progress to Sr. Customer Success Manager positions. As a Sr. Customer Success Manager (Sr. CSM), you are working with our largest enterprise customers, building long-term relationships, and working with them on their long-term social strategy. It’s more than business; it’s a win-win partnership.
Sr. Customer Success Manager Rajiv Ravalia talks about what he learned as a CSM that helped him as he transitioned into the position.
“Some of Hootsuite’s more socially mature customers may have a larger tech stack, so it’s important to understand what products they have and how they are leveraging these tools in order to execute their social media strategy. It has been really important to learn more about our partner products and services, and build on the relationships with their reps to provide our customers with all the support they need to be successful with the tools they have. Not only does this make the relationship with our customers more ‘sticky’ — it also helps us build a better way with our partner products moving forward.”
Passion for customer success is one of our core values. And our customer success teams are a true example of how we live these values daily. If you are interested in joining our customer success teams at any of our global offices, take a look at our open roles!
