Customer Success Manager, Sprout Social

• We’re looking for someone who is deeply passionate about building strong customer relationships and driving meaningful outcomes
• You thrive on understanding what success looks like for your clients and take pride in your ability to stay organized, proactive, and detail-oriented
• In this role, you’ll manage strategic relationships with high-value clients
• You bring experience in navigating complex customer environments and a knack for identifying challenges, surfacing insights, and recommending solutions that align with their goals
• Your technical aptitude allows you to confidently guide customers through our platform, uncovering new opportunities to add value
• If you’re excited about delivering exceptional customer experiences, collaborating with cross-functional teams, and helping enterprise clients maximize their success, we’d love to connect with you
• 4+ years of experience in Customer Success in B2B SaaS/Software, including 2+ years managing an Enterprise book of business
• Demonstrated success in retaining, renewing, and expanding Enterprise-level accounts through strategic relationship management and value-driven engagement
• Experience building relationships, presenting, and influencing senior-level decision makers across multiple functions

Desirable

• Sprout Social is looking to hire a Customer Success Manager, Key Accounts for the Sales & Success team
• Joining the Sales and Success team is an opportunity to accelerate your career
• We’re a winning team selling and supporting the leading social media management platform for businesses
• Not only do you get to work alongside some of the sharpest minds in the industry, you also get to work with some of the biggest brands in the world ​​including General Mills, Make-a-wish Foundation, Honda and Edelman
• You get to design your own career and follow the path that’s best for you
• Wherever you want to go, we’re committed to helping you get there
• The Customer Success Manager, Key Accounts play a critical role in driving customer satisfaction, retention, and growth within some of our largest and most strategic accounts
• You will be responsible for building and maintaining strong relationships with key stakeholders, proactively identifying and addressing customer needs, and ensuring successful adoption and utilization of the Sprout Social platform
• Build and maintain strong, long-term relationships with key stakeholders at Enterprise accounts, including C-level executives, marketing directors, social media managers, and agency partners
• Proactively identify and understand customer needs and challenges through Mutual Success Plans
• Conduct Executive Business Reviews with customers to assess platform usage, identify areas for improvement, and discuss strategic goals
• Partner with the Onboarding and Professional Services teams to ensure new customers are ramped up and fully understand how best to maximize Sprout based on their individual needs and preferences
• Monitor customer platform usage and proactively identify areas for improvement in adoption and utilization
• Provide guidance and best practices to help customers maximize the value of the Sprout Social platform
• Work closely with Product and Engineering teams to provide customer feedback and influence product roadmap decisions
• Identify and mitigate potential customer churn risks
• Drive customer expansion opportunities by identifying and qualifying upsell and cross-sell opportunities
• Ensure high customer satisfaction scores and proactively address any customer concerns or issues
• Strategically partner with the Renewals team in defending and growing revenue through positive renewal outcomes
• Track key customer success metrics, such as customer satisfaction, platform usage, and ROI
• Generate regular reports on customer health and performance
• Leverage data to identify trends and make data-driven decisions to improve customer outcomes
• 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 your Customer Success leader 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
• Guide customers to relevant Sprout resources, such as product guides, webinars, and support channels, to drive engagement and encourage successful 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:
• Develop and maintain deep product expertise to serve as a trusted advisor and strategic resource for your customers
• Partner with colleagues across departments to address customer feedback and communicate accordingly
• Collaborate with your manager to review performance to date, identify growth opportunities, and create a clear plan for ongoing career development
• Within 12 months, you’ll make this role your own by:
• Propose and execute independent initiatives that drive impact across the Customer Success team and the broader 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