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.

• 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 across various functions, including research, marketing, social, consumer insights and more
• Manage licence renewal discussions and negotiations for defined set of clients
• Drive value by providing insights and analyses to customers, ensuring that they get the most out of our products with the aim of helping grow our customer base
• 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