Customer Success Manager

Summary

Join Sprout Social's Sales & Success team as a Customer Success Manager, Key Accounts and play a critical role in driving customer satisfaction, retention, and growth for large, strategic accounts. Build and maintain strong relationships with key stakeholders, proactively identifying and addressing customer needs. Ensure successful adoption and utilization of the Sprout Social platform by providing training, guidance, and best practices. Monitor platform usage, identify areas for improvement, and work with product and engineering teams to provide customer feedback. Drive customer expansion opportunities and strategically partner with the Renewals team to retain and grow revenue. Track key customer success metrics, generate reports, and leverage data to improve customer outcomes. This role requires managing strategic relationships with high-value clients, navigating complex customer environments, and recommending solutions aligned with client goals.

Requirements

• 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

Responsibilities

• Build and maintain strong, long-term relationships with key stakeholders at Enterprise accounts, including C-level executives, marketing directors, social media managers, and agency partners
• Proactively identify and understand customer needs and challenges through Mutual Success Plans
• Conduct Executive Business Reviews with customers to assess platform usage, identify areas for improvement, and discuss strategic goals
• Partner with the Onboarding and Professional Services teams to ensure new customers are ramped up and fully understand how best to maximize Sprout based on their individual needs and preferences
• Monitor customer platform usage and proactively identify areas for improvement in adoption and utilization
• Provide guidance and best practices to help customers maximize the value of the Sprout Social platform
• Work closely with Product and Engineering teams to provide customer feedback and influence product roadmap decisions
• Identify and mitigate potential customer churn risks
• Drive customer expansion opportunities by identifying and qualifying upsell and cross-sell opportunities
• Ensure high customer satisfaction scores and proactively address any customer concerns or issues
• Strategically partner with the Renewals team in defending and growing revenue through positive renewal outcomes
• Track key customer success metrics, such as customer satisfaction, platform usage, and ROI
• Generate regular reports on customer health and performance
• Leverage data to identify trends and make data-driven decisions to improve customer outcomes

Preferred Qualifications

• Experience with consulting and providing strategic guidance related to social media and social media tools is a plus
• Experience working with tools such as G-Suite, Salesforce & Tableau

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