Director, Renewals

February 10 2021
Industries IT: Software
Categories Computer Software, Hardware, Office Equipment, Pharmaceutical, Healthcare, Medical, Sales, Business Development
Toronto, ON

We’re looking for a Director, Renewals to drive successful renewal outcomes for Hootsuite’s customers, ensuring a seamless end to end renewal experience across our global teams. You will lead the strategic planning and execution for renewals globally, as well as lead a team of Renewal Managers in executing the renewal process including planning and forecasting, customer engagement, renewal and expansion strategy, and negotiation. You will be a key strategic partner to the Customer Success, Sales and Sales Operations leaders in order to execute operational objectives in support of customer retention. While based in Hootsuite’s Vancouver or Toronto office (post COVID19), or remotely across Canada or the US (in accordance with Hootsuite's local employment entities), you will report to the VP, Customer Success.


  • Direct the design, communication and execution of Hootsuite’s global customer renewal strategy, in order to drive successful renewal outcomes and increase retention
  • Own global renewals forecast and remain up to date on risks and trends; communicate early in order to address challenges and/or seize opportunities to improve outcomes
  • Regularly present renewal progress and insights with command at the account level to senior leadership
  • Build and refine renewals operations, identifying opportunities for improvement in overall tools, policy and process to create process efficiency and less friction for customers.
  • Communicate and manage to, renewal and expansion targets for team members’ expanding portfolios across different segments and regions; ensuring regional alignment and focus on activities that support customer retention and product fit
  • Collaborate with senior leaders and stakeholders in Customer Success and Sales in order to optimize and deepen customer relationships; together identify renewal opportunities and adjust strategies as needed
  • Act as key escalation point for Renewals Team to ensure a seamless end to end renewal experience, working directly with customers on high priority escalations to address concerns, resolve issues and deliver win win renewal outcomes
  • Lead, coach and develop a high performing team to engage in renewal planning and execution; foster team culture of collaboration, achievement and continuous learning


  • Demonstrated experience in Customer Success or Sales, with proven ability to lead teams and achieve results
  • Demonstrated quota-carrying experience with direct responsibility for a team’s revenue targets
  • Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
  • Accountability: holds self and others accountable to meet commitments
  • 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 achieves results, demonstrating high performance, and challenging self and others to deliver results
  • Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
  • Resilience, Tolerance for Change/Ambiguity: can effectively cope with change, finding ways to advance work and projects
  • Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions
  • Builds inclusive, cohesive teams which apply diversity to achieve common goals
  • Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
  • Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
  • Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team


  • Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
  • Curious. You are always learning and seeking ways to make things better.
  • Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
  • Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

Share our values: We champion the power of human connection. We’re united globally by our shared values of innovation, grit, humility, and passion for customer success.

Make an impact: Working at the speed of social, we create value for our customers by delivering solutions that power relationships at scale. Our pace of work enables fast learning and fosters an environment where you can stretch yourself and make an impact.

Learn and grow: We’re committed to growing the capabilities of our people. We are building a learning community where you can work with diverse individuals, explore new ways of thinking, and expand your capabilities. Our employees are teachers and learners who work out loud and share their knowledge to enhance each other’s growth.

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


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