We're looking for a Revenue Enablement Manager for our Customer Office to own the enablement experience for Hootsuite's post-sale organization including Customer Success Managers, Renewal Owners, and the broader customer-facing teams responsible for retention, expansion, and long-term value delivery. This role sits within the Revenue Enablement function and is dedicated to building the capabilities, frameworks, and learning systems that drive net revenue retention.

This position operates at the intersection of customer success strategy and field execution, ensuring that CSMs and renewal owners have the knowledge, tools, and skills to deepen customer relationships, demonstrate ROI, and grow accounts. 

This role is open in USA and Canada in provinces and states we can legally hire in and will report into the Chief of Staff, Revenue.

WHAT YOU’LL DO

• Develop and maintain customer success and renewal motion playbooks, strategic business review (SBR) guides, customer office management framework and expansion play materials in close collaboration with CS Leadership, Customer Experience & Strategy, Product Marketing, and Revenue Operations.
• Build a coaching cadence for the customer office, leveraging AI conversation intelligence and customer health data to identify skill gaps, improve discovery and value-articulation skills, and increase commercial confidence among CSMs and renewal owners.
• Translate Hootsuite's value proposition into assets and internal training that equip the post-sale team to demonstrate ROI, connect usage to business outcomes, and tell a compelling story at renewal and expansion.
• Design and deliver enablement programs to ensure the post-sale team is fully prepared ahead of any change that affects how they show up with customers.
• Partner with the Revenue Operations and Customer Experience & Strategy teams to drive adoption of CS tools, health scoring systems, and renewal workflows. Turn process and system changes into clear enablement experiences that reduce friction and increase consistency across the team.
• Build a continuous learning program for CSMs and renewal owners through initiatives that reinforce value-based engagement, commercial acumen, and multi-threaded relationship building.
• Establish and track enablement metrics tied to post-sale performance, such as NRR, expansion pipeline, renewal conversion rates, and program adoption, iterating based on field feedback and CS leadership input.
• Serve as an active member of the Revenue Enablement Council, representing the post-sale voice and ensuring customer office initiatives are properly coordinated and sequenced across the broader GTM organization.

WHAT YOU’LL NEED

• 8+ years of experience in customer success enablement, CS operations, or a quota-carrying CSM/account management role within a B2B SaaS company. Background in consulting or strategic advisory is a major plus. 
• Demonstrated experience building and delivering enablement programs with measurable impact on NRR, renewal rates, or expansion pipeline
• Deep understanding of the customer success motion  health scoring, QBR/EBR frameworks, value realization methodologies, and renewal commercial negotiation
• Experience with AI-powered customer success tools, including conversational intelligence, AI-assisted health scoring, and automated coaching systems with a practical understanding of how to embed these capabilities into CSM workflows to improve retention outcomes and commercial effectiveness.
• Familiarity with CS platforms (e.g., Gainsight, Salesforce, Gong, and LMS tools)
• Experience working cross-functionally with CS Leadership, Product Marketing, RevOps, and Finance to build renewal and expansion programs that are both commercially rigorous and customer-centric
• Strong facilitation and communication skills. Effective in designing async learning and running live workshops with experienced CSMs and commercial-focused renewal teams
• Ability to translate complex product value into clear, customer-facing narratives and internal training that builds commercial confidence across the post-sale team

WHO YOU ARE

• 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: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best  work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

This posting is for a current vacancy for which we are actively hiring.

#LI-NS1 #LI-Hybrid

The Property Manager leads all aspects of a single asset or portfolio of commercial, industrial, and/or retail properties and coordinates all marketing, operations, and financial activities per client and/or company requirements.

Essential Duties and Responsibilities:

• Ensure that services are provided consistent with policies, procedures, and regulations as well as contractual obligations and standards.
• Coordinate and lead daily and long-term activities of the team; establish work schedules, assign tasks, and cross-train staff; establish and track deadlines to meet client and company objectives; elevate team performance through subject matter expertise and suggestions to improve systems, processes, and procedures; provide formal coaching, mentoring, supervision, and guidance; recruit and hire new team members; monitor training and development of staff; develop and deliver performance reviews.
• Direct, review, and approve vendor invoice payments and other accounting related activities following the terms of the management agreement, LPC policies, and property management approval authorization limits.
• Direct and control preparation, and delivery, of timely, accurate, and insightful monthly reports as well as annual operating and capital budgets; prepare and submit tenant rent and Common Area Maintenance (CAM) or Escalation (OpX) recovery charges to client.
• Maintain oversight of contracted terms that impact the financial performance of the asset/company; report on expirations, covenants, restrictions, and other encumbrances that drive decision making and asset value.
• Coordinate all lease administration activities with lease administrator and accounting; review all lease set ups, lease changes, reporting, etc. and provide final approval.
• Coordinate tenant move-ins and move-outs, and "walk-through" spaces with tenants and tenant improvement department; maintain vacant spaces in "tour ready" condition; ensure teams assigned to tenant onboarding activities properly document and communicate with tenants timely and appropriately; follow up with tenants to ensure a successful transition.
• Respond to tenant needs, ensuring that administrative and building technical staff resolve problems promptly; craft, deliver, and communicate an effective tenant care program that maximizes tenant retention.
• Direct sourcing and procurement activities to effect optimal operations; deliver detailed bid analysis and recommendations to clients that drive value; manage quality of vendor service delivery to ensure contract compliance and desired value.
• Proactively collect rent and other charges in accordance with lease terms and report status of AR to client(s) with recommendations for action; prepare client approved standard legal notices.
• Ensure that at least monthly property inspections are performed; recommend and/or approve alterations, maintenance, and reconditioning.; contract for, and coordinate, vendors.
• Document plans and preparations for emergency response; ensure resources, supplies, and backups are in place to effectively recover from adverse events; coordinate drills and other required training.
• Act as primary contact with property owners, serving as Owner Representative to ensure objectives are being met.
• Perform other duties as assigned.

Qualifications:

• Bachelor's degree (BA/BS) preferred; minimum of 3-5 years of related experience and/or training; or a combination of education and experience; experience with commercial office, retail, and/or industrial properties is highly preferred
• Real Estate License required where mandatory by local regulation; CPM or RPA professional designation or candidacy preferred
• Intermediate to advanced skills with Microsoft Office Suite, including Microsoft Excel required; knowledge of Yardi or MRI and Kardin preferred
• Excellent written and verbal communication skills; ability to clearly and effectively convey complex topics with a positive tone to achieve operational and relationship objectives
• Advanced knowledge of financial terms and principles required; ability to forecast outcomes, prepare budgets with long-term capital plans, and deliver insightful variance reports; ability to prepare or draft recommendations for cost/benefit propositions, ROI analysis, and other business proposals
• Strong organizational skills that deliver timely results and influence team productivity
• Ability to comprehend, analyze, and interpret complex documents and problems involving several options; advanced analytical and quantitative skills required
• Fundamental leadership experience or significant collaborative contributions within a high functioning team
• Proven track record for delivering excellent internal and external customer service; ability to successfully interact/communicate with tenants/vendors/contractors as well as teammates and leadership team
• Strong organizational skills with an inquisitive and entrepreneurial mindset
• Ability to travel daily to assigned properties as necessary
• Ability to work after hours, weekends, holidays, and during emergency situations to meet the needs of the client
• Ability to read and write English in order to understand manuals and procedures, and to write reports

Physical Requirements:

Ability to sit/stand/walk for long periods of time; manual dexterity to operate a computer keyboard, phone, and other office equipment; eyesight that allows for reading a computer screen, phone screen, reports, etc.; hearing that allows for hearing/understanding spoken words; lifting and carrying up to 20 lbs.  NOTE: Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

This position is 100% in-office. The role requires working in office during standard business hours. Remote work or telecommuting is not an option for this position.