• Own end-to-end program execution for customers, ensuring every deployment goes live on time and meets defined success criteria (activation, engagement, and time to value) • Drive customer adoption and engagement, ensuring customers progress through key milestones without friction • Lead cross-functional delivery coordination while representing customer needs and ensuring commitments are met • Build and scale AI-enabled delivery workflows, translating repeatable work into systems, templates, and automations • Increase delivery leverage, enabling the team to support significantly more customers with improved consistency and reduced manual effort

We’re looking for a Senior Customer Success Manager (French-speaking) to support high-value customers in the assigned vertical by providing the tools and resources to achieve their business goals on social media. In this role, you’ll build, cultivate, and maintain influential relationships with your customers by leveraging your customer success experience and demonstrating expert-level competency in Hootsuite’s product, industry trends and best practices. You will drive business outcomes for your customers while being accountable for best-in-class user adoption, revenue retention and growth, and customer advocacy, guiding customers through their journey of social maturity. You will consistently and proactively review, refine and re-validate plans to ensure the customer gains full value from the product suite, the partnership, Hootsuite and social media as a channel. Based in London, United Kingdom or Paris, France, you will report to the Senior Manager, Customer Success. WHAT YOU’LL DO: - Lead day to day relationship management for a book of business of high-value customers (Fortune 1000 sized businesses); guide customers to success on their social journey with Hootsuite’s Enterprise and partner products. - Build and maintain influential relationships with customers with highly complex use cases in the assigned vertical(s), from end users through to executive sponsors, ensuring they have a consistent, best-in-class experience in every interaction. - Cultivate and demonstrate a high level of expertise in Hootsuite's products, social media and your assigned vertical(s) by keeping up with industry trends and best practices. - Engage with customers in your assigned vertical(s) in a high-touch, multi-threaded approach, including ensuring successful onboarding, defining Mutual Account Plans with customers, leading success reviews, value workshops, and regular check-ins to drive engagement and ensure Hoosuite is delivering against customer's goals and outcomes according to the success plan. - Actively monitor account health and adoption throughout the full duration of the customer relationship; provide guidance on how customers can advance their social strategies; intervene with adoption strategies that showcase how customers can enhance their workflows and better use our products; leverage value / industry specific workshops, trends, and social expertise to increase customer’s social maturity. - Collaborate with Account Manager to develop account strategies and identify qualified leads (CSQL) for account expansion. - Advocate for product features and improvements as the voice of the customer and works cross-functionally with internal product teams to champion adoption and change. - Collaborate with Customer Success teammates to meet and exceed quarterly regional targets, while being accountable for individual quarterly metrics including Personal Net Renewal Rate, CSQL, Customer Health, Adoption, and Advocacy. - Actively participate in internal training, knowledge sharing and collaboration sessions - Perform other related duties as assigned. WHAT YOU’LL NEED: - Significant years of customer-facing / account management experience, preferably in the technology (SaaS) industry; proven success managing a customer portfolio with a record of successful adoption. - Fluent in French and English - Solid knowledge of social media and/or social marketing and business use of social media. - Tech Savvy: Ability to quickly learn new technologies and explain software features and social media concepts to customers in a simple, succinct manner. - Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs. - Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs. - Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding, - Priority Setting: Focuses time/energy on the most important issues/opportunities. - Clearly understand how to assess the importance of tasks and decisions. - Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results. - Problem Solving: Uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems. - Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action. - Creativity and Innovation: Seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions. WHO YOU ARE: - Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked. - Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t. - Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity. - Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information. - Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result. - Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively. - Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals. - Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes. - Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected. In all we do, our six guiding principles light the way: Step Up: Dare to go beyond the expected to achieve greatness. #StepUp One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies Accommodations will be provided as requested by candidates taking part in all aspects of the selection process. This posting is for a current vacancy for which we are actively hiring. #LI-IA #LI-Remote Use of AI in Hiring Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and / or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our Careers Privacy Policy.

About SecurityScorecard: SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint. Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of the World’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.” SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital. Why join SecurityScorecard’s Customer Success Team? The SecurityScorecard Customer Success team is empowered by the company to help guide customers to get the most out of our great products and services. We define our Customer Success strategies, priorities and go-to-market techniques. We blaze new trails in cybersecurity thought leadership using our cybersecurity ratings and cybersecurity insights. We are a proactive CSM team that is customer centric, uses a team approach and represents the voice of the customer every day. About The Role The Customer Success Manager will play an important role in helping our Enterprise customers transform the way they assess security risk. The SecurityScorecard Customer Success team not only manages relationships and delights customers — they also understand our customers’ organizational goals and unique challenges to help them operationalize our platform and become more secure. In this role, you'll own and manage customer relationships with customers, ensuring their happiness and communicating the value of our product to drive deeper, more robust engagement. You will apply your understanding of cybersecurity, third-party risk, our products, services, and best practices to proactively provide support and guidance to our customers. What You’ll Achieve - Design success for a portfolio of enterprise and strategic customers throughout their lifecycle. From onboarding/implementation through upsell and renewal, you will guide your customer down the path of success every step of the way to reach their business objectives and operational goals. - Lead strategic conversations with customers to align our platform as a solution to their business challenges and goals with the intent to renew and expand the partnership. - Serve as a confident subject matter expert as it relates to the SecurityScorecard platform and the cybersecurity and third-party risk management industries. - Manage the gross and net retention of your portfolio; including forecasting, collaborating with regional account teams and efficient execution. - Work with CS and Sales VPs to continuously improve the customer journey and develop the tools and templates to ensure the CSM team employs best practices. Support fellow CSMs in solving new challenges across customers. - Model world class customer care and be an advocate for the voice of the customer in product and services design and deployment. What We Need you to have - Bachelor's degree - 3+ years of experience supporting B2B customers in a SaaS organization as a customer success manager, technical account manager or similar customer-facing role. - Knowledge of the tenets of Third Party Risk Management programs and cybersecurity domain experience - Experience working with C-level Executives that includes meetings, high level presentations, and collaborative discussions. What We’d Like you to have - Experience navigating large enterprise organizations - Demonstrated success developing strong customer relationships - Proven success in new customer kickoffs, ensuring renewals, and expanding annual recurring revenue (ARR) through up-selling, and cross-selling current clients Key Traits - Deep customer empathy - Strong abilities in program and project management, balancing critical delivery tasks - Technical aptitude, judgment and critical decision making - Consultative; ability and desire to drive value for customers based on unique needs - Collaborative; partners across functions - Proactive; ability to anticipate customer needs and have solutions ready when they are - Intellectually curious; driven to expand cybersecurity domain and professional expertise - Responsive and adaptive to changing situations - Metrics driven; ability to translate customer needs into achievable goals and operate well in a data driven environment Benefits: Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more! The estimated total compensation range for this position is €40,000 - 70,000 (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits. SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law. We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io. Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law. SecurityScorecard does not accept unsolicited resumes from employment agencies. Please note that we do not provide immigration sponsorship for this position. #LI-DNI

• Design success for a portfolio of enterprise and strategic customers throughout their lifecycle. • Lead strategic conversations with customers to align our platform as a solution to their business challenges and goals with the intent to renew and expand the partnership. • Serve as a confident subject matter expert as it relates to the SecurityScorecard platform and the cybersecurity and third-party risk management industries. • Manage the gross and net retention of your portfolio; including forecasting, collaborating with regional account teams and efficient execution. • Work with CS and Sales VPs to continuously improve the customer journey and develop the tools and templates to ensure the CSM team employs best practices. • Model world class customer care and be an advocate for the voice of the customer in product and services design and deployment.