Customer Success Manager, Sprout Social

• The ideal candidate has a strong background in customer relations, communications, navigating escalations, managing a high-volume and/or high-spend team, negotiating contracts, and has had previous experience in a quota-carrying role
• 5+ years of client-facing work experience in customer success, client relations, agency partnerships, or other customer experience roles
• 1-3 years+ of experience building, leading, and scaling high-performing Enterprise teams, including process definition, documentation, talent sourcing, and development, while delivering excellence and driving accountability
• Proven track record of consistently delivering business targets and quotas
• Ability to manage influence through persuasion, negotiation, and consensus-building

Desirable

• Sprout Social is looking to hire a Manager, Customer Success, Major 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 Manager, Major Accounts will be responsible for a department of our larger brands with high opportunity in our enterprise segment
• You will be responsible for building and maintaining a talented team of CSMs, who will carry ~85 logos each, focusing on strategic guidance, adoption, risk identification, and expansion
• As the leader of this group, you will be focused on process improvement, scaling the customer journey, fostering long-term partnerships, driving strategic internal collaboration, and ensuring the continued success and growth of our Major accounts
• Lead a Major Accounts Team: Lead and mentor a team of Customer Success Managers focused on driving success within our Major account portfolio
• Drive Strategic Retention Efforts: Oversee Gainsight adoption in the team and leverage data insights to understand churn risk themes and customer behaviors that contribute to churn
• Coach on Account Strategies: Collaborate with account teams and CSMs to develop strategic success plans aligned with their business objectives
• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the Major accounts team
• Collaborate on Account Growth: Create team and department-wide initiatives, in partnership with the Renewal Management team, towards our goals on customer retention, account growth, and maximizing customer lifetime value
• Championing the Customer Experience: Use a “client first” mindset to serve as a CX champion as clients work across our onboarding, renewals, sales, support, and customer success teams at Sprout
• Cross-Functional Collaboration: Work closely with Renewals, Sales, Product, and other internal teams to ensure seamless customer experiences and drive strategic alignment
• Performance Monitoring and Reporting: Monitor and report on key performance indicators (KPIs) related to customer satisfaction, CSM activity metrics, and customer lifecycle motions
• Customer Escalations: Serve as a leadership point-of-contact on accounts for escalation needs regarding contracting, negotiations, product support, etc
• Within 1 month, you’ll plant your roots, including:
• Complete Sprout Social’s new hire onboarding program to build foundational knowledge of our platform, customers, and enterprise strategy
• Partner with the Director, Customer Success to define key success metrics for your role and how you will measure against them
• Meet your team in 1:1s to understand each individual’s current challenges and areas of opportunity
• Audit the current book of enterprise accounts to identify risk, growth opportunities, and customer maturity segments
• Familiarize yourself with the structure, operating cadence, and objectives of cross-functional teams—especially Sales, Renewals, Product, and Services
• Within 3 months, you’ll start hitting your stride by:
• Build strong working relationships with Sales, Product, and Renewal leaders to drive a unified enterprise account strategy and improve account planning processes
• Analyze Gainsight and other CSM activity data to identify churn trends, gaps in adoption, and opportunities to drive product value
• Provide coaching and strategic direction to Enterprise CSMs through regular 1:1s, customer call reviews, and success planning sessions
• Establish executive-level visibility on high-impact accounts and begin participating in customer QBRs and strategic check-ins
• Define and prioritize process improvements to increase team efficiency, such as playbook enhancements, risk mitigation protocols, or strategic planning templates
• Within 6 months, you’ll be making a clear impact through:
• Consistently deliver on enterprise retention goals and drive progress toward customer growth across the team’s portfolio
• Oversee the adoption and optimization of team-wide tooling (e.g., Gainsight), improving proactive risk management and stakeholder alignment
• Drive alignment between CSMs and the Renewals team to ensure retention and expansion strategies are tightly coordinated
• Demonstrate personal leadership perspective and share learnings and best practices across the organization
• Become a Sprout Social and social media expert to confidently speak to ever-changing industry trends and product vision to help our customers identify their needs and accomplish their goals
• Within 12 months, you’ll make this role your own by:
• Consistently exceed quarterly net revenue retention targets
• Obtain (solicited and unsolicited) and act upon peer, customer, and leadership feedback
• Execute against a long-term strategic plan for your team focused on enterprise customer growth, advocacy, and operational excellence
• Serve as a leadership voice across Customer Success by contributing insights, best practices, and scalable frameworks to company-wide initiatives
• Build a high-performing Enterprise CS team through continuous development, structured career pathing, and measurable impact on customer outcomes
• Cultivate strong executive relationships with enterprise customers to influence renewal and expansion conversations at the highest levels
• 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