We’re seeking a strategic and customer-obsessed Vice President, Professional Services to accelerate IQRR and GRR by ensuring customers achieve rapid time-to-value and long-term product adoption. You will lead Hootsuite’s global Professional Services organization, developing and executing a high-impact services strategy that directly drives customer retention, renewal performance, and revenue expansion potential.
As a core member of the Global Revenue Leadership Team, you will partner cross-functionally with Sales, Success, Support, and Product to evolve our post-sale motion, align services to business outcomes, and deliver experiences that retain and grow customer relationships.
WHAT YOU’LL DO:
Design and lead a Professional Services strategy that directly supports Hootsuite’s IQRR and GRR goals, ensuring every new customer implementation, onboarding, and services engagement is set up to drive early value realization, adoption, and retention.
Operationalize best-in-class services delivery frameworks, ensuring scalable, high-quality execution globally. Focus on optimizing time-to-value, implementation consistency, and service consumption to maximize first-year renewal outcomes.
Own the professional services contribution to IQRR and GRR by establishing service offerings that reinforce customer stickiness, mitigate churn risk, and improve early retention benchmarks.
Develop a metrics-driven organization: track customer health, onboarding effectiveness, services attach rate, CSAT, and leading indicators of churn to inform strategy, forecast performance, and drive accountability.
Lead and inspire a high-performing global team, cultivating a customer-first mindset focused on delivering measurable outcomes. Drive leadership rigor across diverse teams and regions with clear expectations, coaching, and talent development.
Hire, coach, and develop a high-performing leadership team, fostering a culture of deep customer focus, collaboration, over-achievement, and continuous learning. Perform full scope of people management practices, including performance management and DE&I.
Ensure profitability and scale of the Professional Services business, including pricing, utilization, and margin optimization. Partner with RevOps and Finance to drive sustainable growth and align PS performance with overall company revenue targets.
Partner cross-functionally with Sales, Customer Success, Support, and Product to drive adoption and ensure services are aligned to go-to-market strategy, product roadmap, and commercial targets. Create consistent alignment between services and the pre-sales motion.
Serve as a key leadership sponsor for strategic accounts, representing the voice of the customer internally and ensuring delivery excellence across complex engagements.
Establish and maintain effective, influential relationships that drive accountability for IQRR and GRR across all post-sale motions, aligning systems, teams, and workflows to create repeatable, measurable customer success across regions and segments.
Inform strategic planning by providing insights into customer onboarding trends, services performance, and early retention health, influencing product, customer success, and growth strategy.
Champion our Guiding Principles, and model learning agility by performing additional duties as required.
WHAT YOU’LL NEED:
Advanced level of progressive leadership experience in technology services, including 10+ years in SaaS with deep expertise in professional services delivery, customer onboarding, and retention strategy.
Demonstrated success driving IQRR, GRR, and customer health metrics through strategic services engagement.
Expertise in building global service delivery teams at scale, with focus on margin optimization, utilization management, and service innovation.
Deep experience partnering with Sales and Customer Success teams to align service delivery with commercial outcomes and account strategy.
Strong operational acumen, with experience owning and optimizing complex project portfolios across multiple geographies and segments.
Executive presence and influence: proven ability to drive cross-functional alignment, manage senior stakeholders, and act as a key voice in revenue planning.
High EQ, inclusive leadership mindset, and a track record of building and scaling high-performing, diverse teams.
Passion for customer value and continuous improvement, balanced with strong business acumen and commercial rigor.
Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs
Resilience & Adaptability: 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.
