Customer Success Manager, Sprout Social

• The ideal candidate is passionate about customer success and excited to understand what makes customers successful
• You pride yourself on being organized and detail oriented
• We're looking for someone who has managed direct relationships with customers, preferably at least 50+ at one time
• You should possess the ability to uncover customer challenges and make recommendations to help customers achieve their goals
• The ideal candidate will demonstrate technical aptitude and can identify areas of opportunity within the existing platform
• If you're passionate about providing an exemplary customer experience and are a team player, we'd love to hear from 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

• Cultivate strong relationships and loyalty with our Mid-Market - Enterprise customers
• Be the primary point of contact, providing a personalised experience to each and every customer
• Drive value and product adoption for customers, providing strategic guidance, identifying risk and growth indicators, as well as inspiring customer loyalty
• 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 familiarising 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
• Become a Sprout Social and Social Media expert to confidently speak to ever-changing trends, new product features and platform enhancements to help our clients realize their full potential and accomplish their goals
• 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