Vice President, Professional Services

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.

• 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 Rev Ops 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…