Director of Customer Adoption, Sprout Social

• The ideal candidate is both visionary and operational. You can architect scalable systems that marry proactive customer strategy with operational excellence, and you are energized by cross-functional collaboration across Support, Success, Sales, Product, and Data teams
• 10+ years of experience in Customer Success, Scaled Success, Support Operations, or related SaaS CX leadership roles
• 3+ years in people management, with demonstrated success leading high-performing, cross-functional teams
• Expertise in designing scaled engagement strategies, lifecycle playbooks, or digital adoption programs
• Strong operational acumen with experience in Gainsight (or similar), Salesforce, and CX engagement tools
• Data-driven decision maker with proven ability to define and track KPIs that drive adoption, retention, and growth

Desirable

• Sprout Social is looking to hire a Director, Customer Adoption for the Customer Experience team
• Sprout Social’s Customer Experience division is evolving to meet the future of customer engagement
• With a high bar for excellence and innovation, the Support & Adoption Operations team combines world-class support with proactive, data-driven engagement
• Our mission is to revolutionize how we empower customers by leveraging automation, insights, and operational rigor to deliver adoption, retention, and growth at scale
• The Director of Customer Adoption will not only design the strategy for scaled success, but also optimize the team and operating model to execute it
• You will be responsible for setting and tracking performance metrics across the scaled book of business, ensuring the team is accountable to adoption, logo retention, and Net Dollar Retention (NDR) goals
• This role will establish clear KPIs, introduce stretch goals, and create reporting frameworks that make progress visible at every level of the organization
• As both a strategic leader and operational driver, you will build scalable systems and team structures that consistently deliver measurable impact for customers and for Sprout
• Build & Scale Adoption Frameworks
• Design, operationalize, and continuously refine scalable adoption programs, blending automation, Gainsight playbooks, and digital-first engagement strategies
• Operationalize Risk & Opportunity Signals
• Partner with Ops and Data teams to surface leading indicators of risk (low adoption, disengagement, churn behaviors) and opportunity (expansion, upsell readiness). Translate insights into actionable workflows for customer operations and success teams
• Drive Proactive Customer Engagement
• Create lifecycle-based engagement models spanning onboarding, utilization, expansion, and renewal readiness. Ensure customers receive timely and value-focused outreach that accelerates adoption and reduces churn
• Own Systems & Tools Strategy
• Partner with Success and Support Ops to optimize Gainsight, Zendesk, and other CX tools for scaled adoption. Ensure workflows, CTAs, and dashboards align to business priorities and enable efficient execution
• Partner Cross-Functionally
• Serve as the connective tissue between CX, Product, and Revenue teams, ensuring customer insights are shared, acted on, and tied back to measurable business outcomes
• Within 1 month, you’ll plant your roots, including:
• Complete Sprout’s onboarding, gaining a deep understanding of our products, values, and customer engagement model
• Build relationships with Support, Success, Product, and Revenue leaders
• Review current team workflows in Gainsight and Zendesk, CTAs, and adoption playbooks
• Within 3 months, you’ll start hitting your stride by:
• Define a clear vision for scaled adoption strategy across lifecycle stages (onboarding, utilization, renewals, expansion)
• Partner with Operations to establish reporting frameworks and dashboards that track customer health, adoption, retention, early signals of churn, and team performance
• Set KPIs and stretch goals for the team aligned to business priorities
• Within 6 months, you’ll be making a clear impact through:
• Launch at least two new scaled adoption initiatives, leveraging automation and data-driven insights
• Drive measurable improvement in adoption KPIs (logins, feature usage, active users) across the Foundations book of business
• Partner with Product and CX Ops to surface and act on the top 5 customer risk trends
• Within 12 months, you’ll make this role your own by:
• Deliver a measurable increase in adoption and retention within the scaled segment
• Optimize the team and operational structure to support global growth and future scale
• Establish Sprout’s Adoption Operations team as a model of innovation and operational excellence in the SaaS industry
• Surprise us—bring a new idea or approach that transforms the way we engage customers at scale