Manager, Customer Success, Major Accounts

Summary

Join Sprout Social's Sales & Success team as a Manager, Customer Success, Major Accounts. You will lead a team of Customer Success Managers, focusing on strategic guidance, adoption, risk identification, and expansion for major enterprise accounts. Responsibilities include driving strategic retention, coaching on account strategies, process improvement, collaborating on account growth, and championing the customer experience. You will also monitor performance, handle customer escalations, and collaborate with cross-functional teams. The ideal candidate has a strong background in customer relations, communications, managing high-spend teams, and negotiating contracts, along with experience in a quota-carrying role. Sprout offers a comprehensive benefits package including insurance, paid time off, parental leave, wellness initiatives, and professional development opportunities.

Requirements

• 5+ years of client-facing work experience in customer success, client relations, agency partnerships, or other customer experience roles
• 1-3 years+ of experience building, leading, and scaling high-performing Enterprise teams, including process definition, documentation, talent sourcing, and development, while delivering excellence and driving accountability
• Proven track record of consistently delivering business targets and quotas
• Ability to manage influence through persuasion, negotiation, and consensus-building

Responsibilities

• Lead a Major Accounts Team: Lead and mentor a team of Customer Success Managers focused on driving success within our Major account portfolio
• Drive Strategic Retention Efforts: Oversee Gainsight adoption in the team and leverage data insights to understand churn risk themes and customer behaviors that contribute to churn
• Coach on Account Strategies: Collaborate with account teams and CSMs to develop strategic success plans aligned with their business objectives
• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the Major accounts team
• Collaborate on Account Growth: Create team and department-wide initiatives, in partnership with the Renewal Management team, towards our goals on customer retention, account growth, and maximizing customer lifetime value
• Championing the Customer Experience: Use a “client first” mindset to serve as a CX champion as clients work across our onboarding, renewals, sales, support, and customer success teams at Sprout
• Cross-Functional Collaboration: Work closely with Renewals, Sales, Product, and other internal teams to ensure seamless customer experiences and drive strategic alignment
• Performance Monitoring and Reporting: Monitor and report on key performance indicators (KPIs) related to customer satisfaction, CSM activity metrics, and customer lifecycle motions
• Customer Escalations: Serve as a leadership point-of-contact on accounts for escalation needs regarding contracting, negotiations, product support, etc

Preferred Qualifications

• Excellent communication, presentation, and relationship-building skills
• Experience with Salesforce.com and/or Gainsight
• SaaS experience

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