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Account Manager, Mid Market

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Hootsuite

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Location:
Canada , Toronto ▼

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Category:
Sales

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Contract Type:
Not provided

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Salary:

65000.00 - 85000.00 CAD / Year
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Job Description:

We're looking for an Account Manager to manage, retain, and grow relationships within our Mid-Market customer segment. In this role, you will be the primary commercial owner for a portfolio of accounts, with a clear mandate to ensure long-term customer value, successful retention, and targeted expansion. You will leverage a deep understanding of our platform and full product suite to drive consistent customer value and achieve superior renewal and expansion outcomes.

Job Responsibility:

  • Maintain day-to-day contact with your book of Mid Market customers, establishing influential relationships by providing timely answers to questions, monitoring health and adoption, in order to enhance performance across social media
  • Manage the post-sale relationships, including multithreaded customer engagements
  • Implement negotiation strategies with manager support to drive successful renewal and expansion outcomes
  • Provide weekly forecasts and maintain rolling forecasts ensuring SFDC is consistently updated for your customers
  • Monitor account data health, identify risks and/or objections, and escalate risks to internal stakeholder groups for timely mitigation to ensure customer retention
  • Act as a trusted advisor throughout the customer journey, leveraging your knowledge of product fit while tailoring existing renewal strategy to meet customers’ unique needs with manager support
  • Conduct Strategic Business Reviews (SBR) to discuss accomplishments, opportunities, account growth and to identify areas of improvement
  • Monitor and report on customer engagement activities and results in order to assess trends using SFDC, Gainsight, Gong and others
  • Consistently build an expansion pipeline, focusing on the upsell of product add-ons upon contract renewal or during the service period to meet or exceed expansion targets
  • Demonstrate an understanding of contract terms and processes in order to positively influence the renewal process as well as ensure a seamless customer experience
  • Report clients' feedback to manager and relevant internal stakeholders
  • Log feature requests and update customer account notes in Salesforce
  • Identify and escalate potential account risks and maintain SFDC hygiene
  • Collaborate with Professional Services where applicable
  • Perform other related duties as assigned

Requirements:

  • Relevant experience in sales or customer success experience, preferably in a fast paced, SaaS industry
  • Proven success managing a customer portfolio
  • demonstrated ability to manage a high volume of opportunities and transactions, while leveraging data driven insights within the customer journey and sales process
  • Proven record of quota attainment and/or portfolio management and can share experiences of developing business plans with a mix of tactics
  • Experience using sales tools such as SFDC, Gong, Sales Navigator, 6Sense, and Gainsight
  • Belief in ValueSelling, with a strong sense of what customers value and how to challenge them to develop a deeper understanding of how Hootsuite delivers impact and ROI
  • Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding, supporting new owls with internal training and collaboration sessions
  • Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
  • Commitment to Results: Consistently achieving 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
  • Negotiation: Successfully obtains commitment to a solution or idea, while maintaining integrity and relationships
  • Perseverance: Pursues everything with energy, drive, and a need to finish - doesn’t give up
What we offer:
  • Health insurance including medical, dental, vision, life/disability insurances
  • Employee and Family Assistance Program
  • Group RRSP plan with a company match of up to 4% of base salary (Canada)
  • 401k Plan with a company match (up to 4% of base salary) (US)
  • Global Parental Leave: 26 weeks of full and partially paid leave for eligible employees

Additional Information:

Job Posted:
February 14, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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