Customer Success Manager

Summary

Join Sprout Social's Sales & Success team as a Customer Success Manager, Major! Manage relationships with approximately 85 major Sprout customers, driving product adoption and providing strategic guidance. Partner with Account Executives and Renewal Managers to mitigate churn and grow accounts. The ideal candidate is passionate about customer success, possesses strong consultative skills, and excels at building relationships with senior-level decision-makers. This role offers opportunities for career growth and development within a supportive and collaborative team environment. Sprout Social provides a comprehensive benefits package, including insurance, paid time off, and wellness initiatives.

Requirements

• 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

Responsibilities

• Manage the business relationships of apporoximately 85 Sprout customers belonging to the Major CSM segment
• 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
• 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

Preferred Qualifications

• Experience with consulting and providing strategic guidance related to social media and social media tools
• Experience using Salesforce.com or similar CRM
• Excellent communication, interpersonal and writing skills

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
• 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