VP, Enterprise Account Management

Hootsuite•Toronto, NY

10h•Remote

About The Position

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.

Requirements

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

Responsibilities

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.