Vice President, Customer Success

Summary

Join Sprout Social's Sales & Customer Experience team as the Vice President, Customer Success! This key strategic leadership role involves building and leading a global team focused on customer retention and growth. You will develop and execute strategies to enhance customer value and drive revenue. The ideal candidate possesses extensive B2B SaaS leadership experience and a proven track record in customer success. This position offers an opportunity to shape the future of Sprout's Customer Success function and make a significant impact on the company's growth. The role includes executive sponsorship of key accounts and a focus on data-driven performance measurement. Sprout offers a comprehensive benefits package and opportunities for professional growth.

Requirements

• 12+ years of leadership experience in account management or customer success
• 5+ years of experience managing second-line leaders
• Experience with B2B SaaS experience across all customer segments with a particular focus on Mid Market and Enterprise
• Experience with international Customer Success organizations
• Experience working closely with cross-functional stakeholders across sales, marketing, sales operations, enablement, and product

Responsibilities

• Build, lead, and inspire a top-tier Customer Success and Retention team, recruiting, mentoring, and empowering leaders and their teams to create a collaborative, results-driven, and continuous learning environment
• Develop and execute strategies to retain and expand our customer base, driving exceptional value and creating a delightful experience for our clients
• Own critical Customer Success outcomes such as improving renewal rates, driving revenue growth through cross-sell initiatives, and enhancing lifetime customer value by optimizing adoption and customer health metrics
• Foster deep relationships with our largest and most strategic customers by engaging regularly, offering executive-level support, and advocating for their needs and success within the company
• Leverage data to assess the effectiveness of Customer Success programs, refine operational processes, and define key metrics to track performance and outcomes
• Champion diversity, equity, and inclusion by promoting diverse perspectives, ensuring inclusive practices are embedded into strategy, and fostering an equitable environment for all team members

Preferred Qualifications

• Demonstrated passion for hiring, developing, and coaching top leadership talent
• Exceptional communication skills and analytical acumen
• Experience with Salesforce, Tableau, Gainsight, and Gong a plus

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
• Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan