Customer Success Manager, Key Accounts

Description

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

Why join Sprout’s Sales & Customer Experience team?

The Sales and Customer Experience team shapes how Sprout powers the future of customer connection for today’s most innovative brands. We sell and support the leading social media management platform for businesses, helping organizations unlock the full value of social. Through powerful social intelligence and trusted partnership, we enable teams to build authentic relationships and drive meaningful business impact.

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. We invest in our team with a comprehensive, competitive benefits program:

• Comprehensive Health & Wellness: Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
• Premium Mental Health Support: Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
• Retirement Savings: 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
• Financial Security: 100% employer-paid Life and Disability insurance for your peace of mind.
• Flexible Paid Time Off: A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
• Paid Parental Leave: Up to 16 weeks of paid leave for new parents to support you in expanding your family.
• Annual Lifestyle Stipend: A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
• Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
• Giving Back: 16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
• Additional Financial Perks: Access to pre-tax commuter benefits, subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support through Your Money Line.

*This list is for informational purposes only. Benefit offerings are discretionary and subject to change and do not constitute a contract or guarantee of benefits.

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.

Individual base pay is based on various factors, including whether you’re located in Zone 1 or Zone 2, as well as relevant experience and skills. 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): $101,200 - $139,150 USD annually
• Zone 2 (All other US states): $92,000 - $126,500 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. 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.

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 [email protected]. 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. 

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

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