Customer Success Manager, Sprout Social

• 4+ years in Customer Success, Account Management, or Sales in B2B SaaS, including 2+ years managing an Enterprise book of business
• Strong preference for candidates with prior account management or sales experience — comfortable qualifying leads, uncovering opportunity, and navigating objections in commercial conversations
• Demonstrated success retaining, renewing, and expanding Enterprise accounts through strategic relationship management
• Experience building relationships with, presenting to, and influencing senior decision-makers
• Familiarity with generative AI platforms (e.g., Claude, Gemini) and comfort integrating them into daily operations — call prep, troubleshooting, messaging — to work more efficiently, while retaining full ownership and leadership of strategic client engagements
• Even if your background doesn’t match the exact requirements, we encourage you to apply and share any relevant skills in a cover letter

Desirable

• The Sales and Customer Experience team shapes how Sprout powers the future of customer connection for today’s most innovative brands. We sell and support the leading social media management platform for businesses, helping organizations unlock the full value of social. Through powerful social intelligence and trusted partnership, we enable teams to build authentic relationships and drive meaningful business impact
• You’ll join a high-performing, collaborative team made up of some of the brightest minds in the industry, working with iconic brands like Campbell's, Salesforce, Airbnb, and Equifax. Just as importantly, Sprout is a place where your growth matters. You’ll have the freedom to shape your career, explore new paths, and build toward what’s next, with a team that’s invested in helping you get there
• Own a book of ~60 Enterprise accounts — building relationships, driving adoption, and growing revenue within some of our largest, most strategic customers. The Customer Success Manager, Key Accounts plays a critical role in driving value through Sprout’s Social Intelligence platform
• Grow the relationship. Build strong, lasting relationships with key stakeholders — C-level executives, marketing directors, social media managers, and agency partners
• Bring a commercial mindset. Uncover new opportunities, qualify upsell and cross-sell leads, and confidently work through objections to expand accounts and defend revenue at renewal
• Run the cadence. Lead Mutual Success Plan reviews, monthly syncs, Executive Business Reviews, and adoption sessions to track usage, surface risks, and align on strategic goals
• Drive adoption. Partner with Onboarding and Professional Services to ramp new customers, and deliver ongoing training that keeps value visible throughout the client lifecycle
• Manage risk and retention. Spot churn risks early, resolve them proactively, and keep satisfaction high across your book. Collaborate effectively with Renewal Managers
• Tell the story with data. Track account health and key metrics, and turn them into a clear, compelling ROI narrative for customers and internally
• Work smart. Use generative AI tools like Claude and Gemini to speed up daily work — call prep, troubleshooting, drafting client messaging — so you can focus your time on the strategic parts of the job only you can own
• Hit your numbers. Consistently meet and exceed quota, managing your book against KPIs and your comp plan
• Within 1 month, you’ll plant your roots, including:
• Complete Sprout Social’s new hire training & onboarding program alongside other new Sprout team members. You’ll gain a broader understanding of our products and how your role fits into the organization
• Partner with the Manager of Customer Success to define key success metrics for your role and how you will measure against them
• Begin developing familiarity with our business, platform, and applications, as well as our company’s key metrics
• Acclimate yourself with the day to day responsibilities of Sprout’s Success Team by shadowing team members, listening to recorded customer calls and working closely with our dedicated Enablement Manager
• Within 3 months, you’ll start hitting your stride by:
• Receive your dedicated book of business and begin familiarizing yourself with your customer base
• Establish relationships with customer-facing departments across the organization
• Direct customers to Sprout resources such as product guides, webinars, and customer support to encourage product adoption
• Respond to high-impact customer issues in a fashion that inspires continued customer loyalty
• Actively handle inbound requests and account related questions
• Within 6 months, you’ll be making a clear impact through:
• Maintain product expertise across our platform to serve as the ultimate trusted advisor
• Partner with colleagues across departments to address customer feedback and communicate accordingly
• Review to-date performance with your manager, identify areas of improvement and establish a plan for career development
• Within 12 months, you’ll make this role your own by:
• Propose and execute independent projects benefiting the whole of Customer Success or Sprout as an organization
• Identify individual strengths and how to apply them effectively for continued success
• Master the Strategic Business Review and begin visiting customers in person to provide additional value
• Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager