Customer Success Manager

Summary

Join Sprout Social's Sales & Success team as a Customer Success Manager, Major and manage the business relationships of approximately 85 major Sprout customers. You will act as the primary point of contact, driving product adoption, providing strategic guidance, and identifying risk & expansion indicators. This role requires a consultative approach to educating and supporting customers and defending revenue. Partner with Account Executives & Renewal Managers to mitigate churn and grow accounts. The ideal candidate is passionate about customer success and committed to advising on product functionality and inspiring customer loyalty. You will collaborate with team members and bring a high level of organization and detail orientation.

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 approximately 85 Sprout customers belonging to the Major CSM segment
• Act as the primary point of contact to their portfolio of customers
• Drive product adoption
• Provide strategic guidance
• Identify both risk & expansion indicators
• Educate and support customers
• Defend revenue for the business
• Mitigate churn & grow each of their accounts
• Partner with Sprout's Account Executives & Renewal Managers

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
• 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