Account Manager, Mid Market

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.

This is a hybrid role based out of our Toronto or Vancouver offices and will report into the Manager, Scaled Account Management, Mid-Marker.

• 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 elevate 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 (S ) 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 elevate potential account risks and maintain SFDC hygiene.
• Collaborate with Professional Services where applicable.
• Perform other related duties as assigned.

• 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, 6
  
  Sense, and Gainsight.
• Belief in Value Selling, 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.

• 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.…