Principal Customer Success Manager (Contract)

We’re looking for a Principal Customer Success Manager to partner with our highest-value clients. In this role, you’ll drive meaningful customer outcomes, retention, and growth by building strong executive relationships, delivering impactful business reviews, and offering data-driven recommendations. As a trusted advisor, you’ll help shape customer strategy, proactively reduce churn, and identify opportunities for expansion. You’ll also serve as a senior strategic consultant to clients and a mentor within the Customer Success team, sharing your expertise and driving excellence across the organization.This is a hybrid role and is open to applicants located within commuting distance of Hootsuite's London, UK office. In this role, you will report to the Manager, Customer Success. Please note, this is a contract position, until May 1, 2026.

WHAT YOU’LL DO:

• Serve as the main point of contact and manage a defined set of client accounts across your region with a focus on increasing client adoption and account growth
• Develop strong relationships based on trust and transparency with clients acrossvarious functions, including research, marketing, social, consumerinsights and more
• Manage licence renewal discussions and negotiations for defined set of clients
• Drive value by providing insights and analyses to customers, ensuringthat they get the most out of our products with the aim of helping grow our customerbase
• Demonstrate deep knowledge of Talkwalker/Hootsuite products and integrations, while keeping up with industry trends and competitors
• Identify and drive upsell and cross-sell opportunities in partnership with sales team
• Evaluate customer needs and advocate internally as the voice of our clients on product strategy, feature development and pricing decisions
• Identify product and process gaps and issues and suggest potential solutions
• Work closely with Support team to properly prioritize client requests and escalations

WHAT YOU’LL NEED:

• 8-10 years of Customer Success/account management and/or sales experience, preferably in the technology (SaaS) industry
• Experience in selling or managing client accounts for media measurement tools, and a strong understanding of the media industry
• Excellent communication skills and the ability to clearly articulate the value of Talkwalker’s data to researchers and analysts
• Strong strategic vision for the customer experience, professional services, and customer support, combined with an analytical and sales mindset
• Strong analytical and consultative skills and the ability to understand and interpret data, in order to provide insights and recommendations to clients
• Proven track record of surpassing target renewal, retention & upsell rates on a consistent basis
• Strong customer advocacy with the ability and willingness to engage directly with customers and build relationships with C-level and VP-level stakeholders
• Comfortable preparing and delivering formal executive and quarterly business reviews (EBR/QBR) to senior-level executives, with a focus on project-specific milestones and customer health
• You have experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Genuine interest in helping others succeed, and a passion for growing and coaching team members, with an eye on employee experience and engagement
• Exceptional drive for developing new operational processes and projects and ability to fulfill operational roles
• Accountability: holds self and others accountable to meet and exceed commitments
• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
• Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships
• Perseverance: pursues everything with energy, drive, and a need to finish—doesn’t give up
• 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
• Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects

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.

At Hootsuite, we design our compensation packages based on internal equity and external competitiveness. Every role at Hootsuite is analyzed, evaluated and mapped to a salary range. As a general guideline, the salary for new hires and promoted employees is determined based on an individual's skills & capabilities required for the role and their ability to contribute as per the expectations outlined in the job description.

Our salary structures are built on trends projected and published by independent and trusted survey companies. Hootsuite analyzes market data and adjusts salary structures, if required, on an annual basis. Salary ranges reflect what we expect to pay for this position at the time of posting. Our total compensation packages summarize our current offerings and are subject to change without notice.

Hootsuite is committed to fair and equitable compensation for every employee. Through an annual Pay Equity Analysis, Hootsuite ensures that all employees are paid fair and equitably.

Canadian Benefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, life/disability insurances, an Employee and Family Assistance Program and more! Hootsuite provides a group RRSP plan with a company match of up to 4% of base salary. Benefits are available to permanent employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.

USBenefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, and life/disability insurances. Hootsuite also offers a 401k Plan with a company match (up to 4% of base salary), an Employee and Family Assistance Program and more! Benefits are available to employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.

Global Parental Leave. All permanent employees, including birthing, non-birthing and adoptive parents, who have been employed by Hootsuite for a minimum of12 months are eligible for 26 weeks of full and partially paid leave in accordance with local government regulations.