Customer Success Manager, Strategic

Description

Sprout Social is looking to hire a Customer Success Manager, Strategic, 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.

You’ll join a high-performing, collaborative team made up of some of the brightest minds in the industry, working with iconic brands like Campbell's, Salesforce, Airbnb, and Equifax. Just as importantly, Sprout is a place where your growth matters. You’ll have the freedom to shape your career, explore new paths, and build toward what’s next, with a team that’s invested in helping you get there.

What you’ll do

• Cultivate strong relationships and inspire customer loyalty for a portfolio of Sprout’s largest customers in our North America market
• Be the primary point of contact, providing a personalized experience to each and every customer
• Drive value and product adoption for customers, providing strategic guidance, identifying risk, and growth indicators

What you’ll bring

The ideal candidate is passionate about Customer Success and excited to understand what makes customers successful. You pride yourself on being organized and detail oriented.

We're looking for someone who has managed direct relationships with customers, with an emphasis on Fortune 500 companies. You should possess the ability to uncover customer challenges and make recommendations to help customers achieve their goals. The ideal candidate will demonstrate technical aptitude and can identify areas of opportunity within the existing platform. If you're passionate about providing an exemplary customer experience and are a team player, we'd love to hear from you!

Qualifications

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

• 6+ 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 success with retaining, renewing and growing Enterprise-level accounts 
• Experience building relationships, presenting and selling to senior level decision makers across multiple functions

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
• Demonstrated experience collaborating cross-functionally with internal partners such as Account Executives, Professional Services Consultants, Renewal Managers, and other go-to-market teams to deliver seamless customer experiences and drive shared outcomes
• Experience working with the G-Suite, Salesforce, Gainsight & 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 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’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. 
• 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’ll be making a clear impact through:

• 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’ll make this role your own by:

• 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. 
• 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): $127,600 - $175,450 USD annually
• Zone 2 (All other US states): $116,000 - $159,500 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 incentive plan is uncapped.

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.

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 [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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