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Hootsuite Logo Hootsuite · Sales

Senior Account Manager, Scale

Canada, Toronto 65000.00 - 92000.00 CAD / Year · Job Posted February 18, 2026
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Job Description

We're looking for a Senior Account Manager, Scale to manage, retain, and expand accounts across our pooled customer portfolio. In this role, you will leverage a deep understanding of our platform and product suite to drive customer value at scale, and achieve superior renewal and expansion outcomes, collaborating cross-functionally where needed. You will also play a supporting role in the development of our digital-first, customer strategy.

Job Responsibility

  • Lead by example in managing scalable, efficient engagement with complex customers, in terms of product mix and ARR, through a pooled operating model
  • providing exceptional customer service at-scale with a focus on driving customer health & experience
  • Monitor customers in onboarding to ensure customers achieve first value quickly and effectively through ongoing adoption tracking and targeted 1:1 interactions when needed
  • Build and nurture relationships with customers by proactively providing insightful market information and solutions that maximize the benefits of Hootsuite's full product suite
  • Successfully lead renewals, upsells, and expansion in your BoB by driving customer engagements at scale and educating customers on Hootsuite's full product suite and value proposition and industry-specific use cases
  • Prioritize 1:1 engagement when required to maintain customer health, retention, or drive growth
  • Utilize your sales expertise to drive expansion campaigns for the team and identify key white space for upsell and cross sell of our products
  • Provide weekly forecasting and reporting, maintaining accurate and up-to-date account health data and proactively identifying risks and growth opportunities, as well as supporting junior team members in best practices
  • Model best practices and high performance in pipeline contributions of upsell/product add-ons upon contract renewal or during service period to exceed expansion targets
  • Successfully manage the end-to-end renewal process required to hit or exceed team renewal targets/quotas, ensuring seamless execution and leveraging product expertise to drive customer satisfaction and retention
  • Lead the contract negotiation process in order to maximize contract value and efficiency as well as ensure a seamless customer experience
  • Play a leading role in developing and optimization of our 1:many & digital-first customer engagement strategies to further scale our pooled operating model
  • Collaborate with cross-functional teams (e.g., Sales, Product, Marketing) to deliver customer value at all stages of the customer lifecycle, and contribute to product development and go-to-market strategies
  • Manage & report on customer engagement activities and results using tools like SFDC, Front App, Gainsight, Gong, etc., and leverage insights to drive continuous improvements in the customer journey
  • Support our Management team with the onboarding, mentorship and training of new hires
  • Play an active role in weekly team meetings by sharing advanced product and sales experience to help meet and exceed collective targets, while contributing to process improvements and team development
  • Focus on continuous learning to stay on top of product knowledge, industry best practices, and innovation
  • Perform other related duties as assigned

Requirements

  • 4-6 years of sales or customer success experience, preferably in a fast paced, SaaS industry
  • Proven success in monthly and quarterly sales forecasting
  • Solid business acumen and tech savvy with a strong ability to focus on customer business value, ROI, and customer solutions
  • Strong ability to articulate product features in an easy to understand language to inspire sales, build trust and establish long term relationships
  • Experience in creating sales strategies inclusive of 3rd party solutions
  • Strong communication and presentation skills via various platforms, including by phone, video, email
  • 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
  • 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
  • Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
  • Interpersonal Savvy: Relates openly and comfortably with diverse groups of people

What we offer

  • Comprehensive benefits to support the health and wellbeing of our owls and their families
  • 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 permanent employees with 12+ months tenure
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