Customer Success Manager, Enterprise

Sprout Social is looking for an ambitious, experienced and tech savvy Enterprise Customer Success Manager to own the business relationship for a portfolio of Sprout’s largest customers in the US. 

The ideal candidate is passionate about customer success and excited to understand what makes customers successful. You will drive product adoption, provide strategic guidance and inspire customer loyalty. You are driven to maintain a high satisfaction rate through all interactions.  

As a Customer Success Manager at Sprout Social, you are part of a Customer Success team that is focused on cultivating strong relationships and loyalty with names like Trello, General Mills, DoorDash and Edelman. Our team prides ourselves by being the primary point of contact for all of our customers and are dedicated to providing personalized experience to each and every customer.  As a whole, Sprout supports the social media efforts of over 30,000 brands around the globe.

Qualifications

These are the minimum qualifications that our hiring team is looking for in this role: 

• 5+ years of experience in Customer Success in B2B SaaS/Software
• 2+ years of experience in Customer Success in B2B SaaS/Software managing an Enterprise book of business 
• Proven ability to navigate sophisticated enterprise organizations helping to increase product adoption, influence collaboration, and promote and identify opportunities for growth
• Experience building relationships, presenting and selling to senior level decision makers across multiple functions as well as partnering with Sales to build growth strategies for accounts and working with them through renewal and upsells

Additionally, these are the preferred qualifications that would indicate a particularly strong candidate:

• Excellent communication, interpersonal and writing skills 
• Experience with consulting and providing strategic guidance related to social media and social media tools is a plus.

Within 1 month, you will…

• 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 the Manager of Customer Success 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 will…

• Receive your dedicated book of business and begin familiarizing yourself with your customer base.
• Establish relationships with customer-facing departments across the organization. 
• Direct customers to Sprout resources such as product guides, webinars, and customer support to encourage 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 will…

• Maintain product expertise across our platform to serve as the ultimate trusted advisor.
• Partner with colleagues across departments to address customer feedback and communicate accordingly. 
• Review to-date performance with your manager, identify areas of improvement and establish a plan for career development. 

Within 12 months, you will…

• Propose and execute independent projects benefiting the whole of Customer Success or Sprout as an organization. 
• Identify individual strengths and how to apply them effectively for continued success.

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.

About Sprout Social
Sprout Social powers open communication between individuals, brands and communities through elegant, sophisticated software. We are relentless about solving hard problems for our customers and committed to both customer and team success. Our team’s shared belief in Sprout’s mission promotes a culture of openness, empowerment and fun. 

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.

Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action 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. Learn more about our commitment to diversity, equity and inclusion in our 2021 DEI Report.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster  (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency 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. 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.