Customer Operations Manager

Summary

Join Sprout Social's Sales & Success team as a Customer Operations Manager. You will collaborate with leadership to develop and implement strategies improving retention and customer growth. Responsibilities include managing the Customer Success tech stack (Gainsight), creating data-driven insights, identifying process inefficiencies, and leading initiatives related to digital customer success. The role requires 4+ years of experience in Customer Success Operations within SaaS, Gainsight certification, proficiency with Salesforce and Excel, and strong analytical skills. Preferred qualifications include problem-solving abilities, cross-functional collaboration experience, and strong communication skills. Sprout offers a comprehensive benefits package including insurance, paid time off, parental leave, wellness initiatives, and professional development opportunities.

Requirements

• 4+ years in Customer Success Operations or a related field within SaaS, with hands-on experience managing CS systems like Gainsight
• Certified Gainsight Admin required
• Proficiency with Salesforce, Excel (pivot tables, VLOOKUPs), and data visualization tools
• Strong analytical skills and the ability to synthesize complex data into meaningful insights
• Ability to bridge strategy and execution, translating high-level goals into actionable solutions

Responsibilities

• Collaborate with CS leadership to develop and implement scalable strategies that improve retention and drive customer growth, including customer health monitoring and renewal workflows
• Serve as the primary administrator for our Customer Success tech stack, including Gainsight. Configure, enhance, and optimize the systems to align with business needs
• Develop and maintain dashboards and reports to monitor key metrics like retention, health scores, and churn risk. Deliver actionable insights to inform strategy and decision-making
• Identify inefficiencies in our current processes and tools, recommending and implementing improvements that drive team productivity and customer outcomes
• Lead initiatives related to digital customer success, account management, risk mitigation, and more
• Partner with teams across Revenue Operations, Finance, Marketing, Product and Analytics to ensure a seamless customer experience

Preferred Qualifications

• A proactive approach to identifying and resolving challenges
• Experience working cross-functionally with diverse teams and stakeholders
• Strong verbal and written communication skills, capable of presenting to leadership and driving alignment

Benefits

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity, and inclusion initiatives
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient, and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting
• Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter
• Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit)
• Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution
• Sprout offers “Flexible Paid Time Off” and ten paid holidays
• In addition to base pay, some Sales and Success roles can earn sales incentives
• Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan