We’re seeking a transformational Vice President, Professional Services to serve as a core member of Hootsuite’s Global Customer Leadership Team. This role is not a traditional services delivery role - it is a business-building mandate. Reporting to the Chief Customer Officer, you’ll be accountable for defining the vision, owning the strategy, and scaling Professional Services as a high impact, revenue-generating growth engine.
The VP, Professional Services will own the end-to-end services P&L, architect the long-range vision for how services accelerate IQRR and GRR. As a key member of the Customer Office, this role will serve as a strategic partner in shaping Hootsuite’s go-to-market strategy, influencing product investment priorities, and strengthening Hootsuite’s overall retention model. You will be expected to influence at the board level, represent Hootsuite externally as an industry thought leader, and build the next generation of Professional Services talent and capability.
WHAT YOU’LL DO:
- Define the multi-year services portfolio strategy: modernize existing offerings, identify whitespace, and build new service lines that expand Hootsuite’s commercial footprint and deepen customer reliance on the Hootsuite platform.
- Establish Professional Services as a measurable revenue growth driver, directly tied to business outcomes, by creating commercial linkages between services investment and ARR expansion, renewal uplift, and NRR improvement.
- Lead initiatives that structurally improve PS margins through automation, AI-assisted delivery, scaled onboarding programs, and partner leverage, while protecting the premium customer experience.
- Drive a metrics-first operating culture: define leading indicators of delivery success and customer health, build dashboards that create real-time visibility, and hold the organization accountable to outcomes.
- Partner with RevOps and Finance to build robust, reliable PS forecasting models and ensure PS performance metrics are aligned with company-level revenue targets, investor reporting, and board narratives.
- As the executive leader accountable for Professional Services strategy, drive the first-year retention, designing services engagement models that accelerate time-to-value while structurally eliminating early churn risk.
- Build predictive churn models and retention frameworks informed by implementation health, adoption signals, and services consumption analytics - and leverage these insights to proactively influence the company-wide retention strategy.
- Establish services attach benchmarks, consumption thresholds, and outcome-based delivery standards that create replicable retention outcomes across segments and geographies.
- Translate services performance data into actionable insights for the ELT, influencing product roadmap decisions, CS motion design, and growth strategy.
- Serve as a strategic partner and peer to Sales, Customer Success, Support, and Product leaders - not merely a cross-functional collaborator, but a co-owner of the post-sale revenue motion.
- Drive services-to-sales alignment by designing pre-sales PS engagement models, enhancing solution design capabilities, and developing commercial packaging that accelerates deal velocity and improves deal quality.
- Champion services innovation, including partner-led models, standardized service offerings, and AI-enabled execution - to scale PS capacity without proportional headcount growth.
- Represent Hootsuite externally as a professional services thought leader; at industry events, with strategic customers, and with analyst and investor audiences, elevating Hootsuite’s brand in the services market.
- Define the long term Professional Services talent model, including the skills, structure, and leadership capabilities required to deliver at scale across global markets and customer segments.
- Hire, develop, and retain exceptional PS leaders, cultivating a culture of customer obsession, commercial accountability, continuous learning, and inclusive excellence.
- Drive organizational design decisions that optimize for delivery quality, margin, and scalability, including span of control, specialization models, and geo-based resource allocation.
WHAT YOU’LL NEED:
- 15+ years 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 design and execution.
- Proven experience leading a services organization, with accountability for revenue, margin, utilization, and investment decisions.
- 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. Ability to translate operational data into strategic narrative - for internal ELT audiences, board presentations, and external customer and partner stakeholders.
- 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: 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.
Use of AI in Hiring
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