VP, Enterprise Account Management

As Vice President, Enterprise Account Management you drive the vision of Hootsuite global retention and expansion motion. In this role, you’ll design and execute high impact strategies across North America and EMEA ensuring consistent, predictable growth and customer value realization across the enterprise portfolio. Reporting to the Chief Customer Officer, you will serve as a strategic thought partner to senior executives and collaborate cross-functionally with Sales, Product, Marketing, and Finance. In this role, you will shape and execute enterprise-wide strategies that elevate customer satisfaction, drive retention, and scale impact across the business.

This is a remote role, based out of Eastern North America, in Provinces and States we can hire in legally.

WHAT YOU’LL DO: 

• Define and own the global Enterprise Account Management vision and strategy, aligning to corporate objectives and driving sustainable growth through retention, expansion, and full portfolio adoption across priority accounts.
• Lead a high-performing Account Management leadership team. Perform full scope of people management responsibilities while fostering a culture of global collaboration, achievement and continuous learning in alignment with Hootsuite's commitment to Diversity, Equity, and Inclusion. 
• Architect and continuously evolve the global operating model, segmentation strategy, and engagement frameworks for Enterprise Account Management to meet shifting market dynamics and customer needs, ensuring alignment with executive leadership and cross-functional priorities.
• Serve as a senior executive sponsor for strategic accounts, leading critical escalations, and shaping long-term partnerships that maximize customer lifetime value and minimize churn risk.
• Establish and operationalize a global performance management system, including forecasting, KPI governance, and executive reporting, to drive predictability, accountability, and data-informed decision-making across the Global Revenue Organization.
• Drive organizational excellence through leadership accountability, ensuring robust succession planning, talent development, and performance management that consistently delivers outsized business impact.
• Champion a data-driven culture, leveraging advanced analytics and customer insights to influence executive decision-making, proactively mitigate risk, and uncover opportunities for growth and optimization.
• Lead enterprise-wide transformation and change initiatives, partnering with senior executives across Revenue, Finance, People, and Operations to ensure alignment, scalability, and readiness for future growth.
• Act as a visible and influential senior leader, setting the tone for strategic thinking, innovation, and operational rigor, while coaching leaders and promoting best practices across the organization.
• Demonstrate leadership and agility by embracing and performing other duties as required. 

WHAT YOU’LL NEED: 

• 15+ years of experience in account management and/or customer success, with a strong track record of effective leadership at the senior level, high-performance, scalable growth and customer retention.
• Proven experience leveraging data to drive decision-making, including forecasting, segmentation, and translating insights into measurable retention and expansion outcomes.
• Strong quota-carrying experience in SaaS with direct responsibility for a team’s revenue targets. 
• Proven experience and success in leading global teams, managing diverse stakeholders, and fostering a customer-centric culture. 
• Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results. 
• Accountability: hold self and others accountable to meet commitments. 
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs 
• 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 
• Priority Setting: Focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions.  
• Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects 
• Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals 
• Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work 
• Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision 
• Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team 

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: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best  work without compromising who they are. #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.

#LI-NS1