Description

Sprout Social is looking to hire a Customer Success Manager, Key Accounts for the Sales & Success team.

Why join Sprout’s Sales & Success team?

Joining the Sales and Success team is an opportunity to accelerate your career. We’re a winning team selling and supporting the leading social media management platform for businesses. Not only do you get to work alongside some of the sharpest minds in the industry, you also get to work with some of the biggest brands in the world ​​including General Mills, Make-a-wish Foundation, Honda and Edelman. And the real kicker? You get to design your own career and follow the path that’s best for you. Wherever you want to go, we’re committed to helping you get there.

What you’ll do

The Customer Success Manager, Key Accounts play a critical role in driving customer satisfaction, retention, and growth within some of our largest and most strategic accounts. You will be responsible for building and maintaining strong relationships with key stakeholders, proactively identifying and addressing customer needs, and ensuring successful adoption and utilization of the Sprout Social platform.

Customer Relationship Management:

• 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.

Customer Training:

• 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.

Platform Adoption & Utilization:

• 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.

Customer Retention & Growth:

• 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.

Data Analysis & Reporting:

• 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.

What you’ll bring

We’re looking for someone who is deeply passionate about building strong customer relationships and driving meaningful outcomes. You thrive on understanding what success looks like for your clients and take pride in your ability to stay organized, proactive, and detail-oriented.

In this role, you’ll manage strategic relationships with high-value clients.. You bring experience in navigating complex customer environments and a knack for identifying challenges, surfacing insights, and recommending solutions that align with their goals. Your technical aptitude allows you to confidently guide customers through our platform, uncovering new opportunities to add value. If you’re excited about delivering exceptional customer experiences, collaborating with cross-functional teams, and helping enterprise clients maximize their success, we’d love to connect with you.

The minimum qualifications for this role include:

• 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

Preferred qualifications for this role include:

• 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

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Complete Sprout Social’s new hire training & onboarding program alongside other new Sprout team members. You’ll gain a broader understanding of our products and how your role fits into the organization.
• Partner with your Customer Success leader to define key success metrics for your role and how you will measure against them.
• Begin developing familiarity with our business, platform, and applications, as well as our company’s key metrics.
• Acclimate yourself with the day-to-day responsibilities of Sprout’s Success Team by shadowing team members, listening to recorded customer calls, and working closely with our dedicated Enablement Manager.

Within 3 months, you’ll start hitting your stride by:

• Receive your dedicated book of business and begin familiarizing yourself with your customer base.
• Establish relationships with customer-facing departments across the organization.
• Guide customers to relevant Sprout resources, such as product guides, webinars, and support channels, to drive engagement and encourage successful product adoption.
• Respond to high-impact customer issues in a fashion that inspires continued customer loyalty.
• Actively handle inbound requests and account-related questions.

Within 6 months, you’ll be making a clear impact through:

• Develop and maintain deep product expertise to serve as a trusted advisor and strategic resource for your customers
• Partner with colleagues across departments to address customer feedback and communicate accordingly.
• Collaborate with your manager to review performance to date, identify growth opportunities, and create a clear plan for ongoing career development.

Within 12 months, you’ll make this role your own by:

• Propose and execute independent initiatives that drive impact across the Customer Success team and the broader organization.
• Identify individual strengths and how to apply them effectively for continued success.
• Master the Strategic Business Review and begin visiting customers in person to provide additional value.

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

We’re proud to regularly be recognized for our team, product and culture. Our benefits program includes:

• 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.

In the United States, we have two geographic pay zones. This role’s On Target Earnings (“OTE”) for new hires in each zone are:

• Zone 1 (New York, California, Washington): $81,400 (min), $101,800 (mid), $122,100 (max) USD annually
• Zone 2 (All other US states): $74,000 (min), $92,500 (mid), $111,000 (max) USD annually

OTE is governed by an incentive plan. It is the sum of a fixed base salary plus incentives at target performance. Incentive compensation will vary based on performance.

The listed ranges represent the expected earning potential in this position. Starting salaries for well-qualified new hires are typically around the midpoint of the range. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent, and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

OTE is only one element of an employee's total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan. 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. We have outlined the various components to an employee’s full compensation package here to help you to understand our total rewards package.

Sprout Social is proud to be an Equal Opportunity Employer. We do not discriminate based on identity- race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Because Sprout Social is a federal contractor, we affirmatively recruit individuals with a disability and protected veterans. Learn more about our commitment to diversity, equity and inclusion in our latest DEI Report.

If you require a reasonable accommodation for any part of the interview process or to submit your application, please email us at accommodations@sproutsocial.com. Include the nature of your request and your preferred contact information. We'll do everything we can to support your success during our recruitment process while upholding your privacy. Please note that only inquiries regarding accommodations will receive a response from this email address; other inquiries will not be addressed (e.g., you send your resume but are not requesting an accommodation).

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster and (2) Sprout Social's Affirmative Action Statement.

When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. Your personal data will be shared with Greenhouse Software, Inc., and Crosschq, Inc., cloud services providers located in the United States of America and engaged by Sprout Social to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, by clicking “Submit Application” on this site, you consent to the transfer of your personal data to the United States. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law.

#LI-REMOTE