• 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
• 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

Benefits

• 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
• A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
• Accidental death and dismemberment (AD&D) Insurance
• Dental Insurance
• Disability Insurance
• Employee Assistance Program
• Gym / Wellness Reimbursement ($55 per month)
• Gym Discount
• Health Insurance
• Life Insurance
• Maternity Leave
• PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
• Paternity Leave
• Sick Time (for individual employee and family members)
• Bereavement Leave
• Business Travel Insurance
• Company Phones
• Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
• Immigration Assistance
• Phone Bill Reimbursement ($50 per month)
• Remote Work
• 401k
• Employee Discount
• Pet Friendly Workplace
• RRSP Matching
• Volunteer Time Off- Ability to translate complex product value into clear, customer-facing narratives and internal training that builds commercial confidence across the post-sale team
• Demonstrated experience building and delivering enablement programs with measurable impact on NRR, renewal rates, or expansion pipeline
• 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
• 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
• Deep understanding of the customer success motion health scoring, QBR/EBR frameworks, value realization methodologies, and renewal commercial negotiation
• Strong facilitation and communication skills. Effective in designing async learning and running live workshops with experienced CSMs and commercial-focused renewal teams
• Familiarity with CS platforms (e.g., Gainsight, Salesforce, Gong, and LMS tools)
• 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
• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals
• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected
• Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked
• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity
• 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
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result
• 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
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively