Customer Success Manager, Sprout Social

• The ideal candidate is passionate about partnering with customers to drive them towards successful business outcomes through their use of Sprout
• This candidate will be committed to advising on product functionality, inspiring customer loyalty, and coordinating with Sprout’s Renewal Managers & Growth Account Executives to retain & expand accounts
• This candidate will bring a high level of organization and detail orientation to the table
• This candidate will pride themselves on being collaborative in nature with an eagerness to share best practices and learning moments with their team members
• 2+ years of experience in Customer Success in B2B SaaS/Software
• 4+ years of customer facing experience (preferably managing 50+ customer relationships at one time)
• Proven success building relationships, presenting and/or selling to senior level decision makers across multiple functions

Desirable

• 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 DoorDash, General Mills, Trello, Make-a-wish Foundation, Edelman, and Blue Cross Blue Shield
• 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
• This role is responsible for managing the business relationships of apporoximately 85 Sprout customers belonging to the Major CSM segment
• The Major CSM team comprises well established brands in our enterprise department
• Major CSMs act as the primary point of contact to their portfolio of customers, with the objectives of driving product adoption, providing strategic guidance, and identifying both risk & expansion indicators
• Major CSMs shine with their consultative approach to educating and supporting their customers and are well skilled in defending revenue for the business
• In partnership with Sprout's Account Executives & Renewal Managers, CSMs act on their insights to mitigate churn & grow each of their accounts
• 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