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Hootsuite Logo Hootsuite · IT - Administration

Vice President, Professional Services

United States;Canada, Illinois · Job Posted May 05, 2026
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Job Description

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.

Job Responsibility

  • Define the multi-year services portfolio strategy
  • Establish Professional Services as a measurable revenue growth driver
  • Lead initiatives that structurally improve PS margins through automation, AI-assisted delivery, scaled onboarding programs, and partner leverage
  • Drive a metrics-first operating culture
  • Partner with RevOps and Finance to build robust, reliable PS forecasting models
  • As the executive leader accountable for Professional Services strategy, drive the first-year retention
  • Build predictive churn models and retention frameworks
  • Establish services attach benchmarks, consumption thresholds, and outcome-based delivery standards
  • Translate services performance data into actionable insights for the ELT
  • Serve as a strategic partner and peer to Sales, Customer Success, Support, and Product leaders
  • Drive services-to-sales alignment
  • Champion services innovation, including partner-led models, standardized service offerings, and AI-enabled execution
  • Represent Hootsuite externally as a professional services thought leader
  • Define the long term Professional Services talent model
  • Hire, develop, and retain exceptional PS leaders
  • Drive organizational design decisions that optimize for delivery quality, margin, and scalability

Requirements

  • 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
  • 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
  • Customer Focus
  • Resilience & Adaptability
  • Inclusive Leadership
  • Play to Win
  • Long Range Planning
  • Enablement

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
  • 401k Plan with a company match of up to 4% of base salary
  • Global Parental Leave of 26 weeks of full and partially paid leave
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