Customer Success Manager

| San Francisco | Remote
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About Sprig

Sprig has pioneered a new approach to user research. Companies like Dropbox, Square, Opendoor, Loom and Shift all use Sprig to capture research insights from their users in-context, so they can make customer-informed decisions, frictionless products, and experiences that matter.

Our user research platform enables teams to evaluate their product's user experience in-the-moment, test new product concepts, and recruit research participants from their existing user base for longer studies. 

We're growing fast and ready for new team members who are passionate about surprising and delighting our own customers.

Sprig is based in San Francisco, CA with offices around the U.S. The company has raised $60M led by Andreessen Horowitz, Accel, and First Round Capital, and have recently been featured in articles by TechCrunch, Crunchbase, and Business Insider.

More about our mission, values, and why it's a great time to join us here.

Our Commitment to Diversity and Inclusion

We prioritize diversity within our team and value different perspectives, educational backgrounds, and life experiences. We encourage people from underrepresented backgrounds to apply.

We’re “Great Place to Work” Certified! Check out our profile.

About this Role

Join Sprig as a Customer Success Manager where you’ll have the chance to work with the leading digital brands and their teams of User Researchers and Consumer Insights leaders. In joining the Sprig CS team you have the chance to help inform our product which in turn is helping other researchers have an impact on their products! If you like consulting on user research, marketing research and consumer insights, you’ll have that opportunity in spades here at Sprig.

Your Impact

  • Manage the end-to-end customer experience from onboarding to engagement and expansion
  • Serve as a trusted advisor by providing expert guidance to address customers' business goals, needs, and pain points
  • Become a continuous research expert and teach your customers how to maximize the platform’s capabilities 
  • Raise critical client concerns internally and mobilize resources to resolve issues
  • Develop and implement tailored strategies to generate viral growth within customer organizations
  • Own customer health and develop and deliver effective engagement programs and playbooks
  • Partner closely with sales to manage account strategy and ensure customer growth and retention
  • Help drive the product roadmap as you bring the voice of your customers into planning meetings
  • Build relationships with primary users & provide level one support to our growth customers
  • Create and maintain a knowledge base 
  • Provide level 1 support

Your Strengths

  • 4-7 years of experience in customer/user research or customer success; experience at a research or analytics-focused software company a plus
  • An analytics mindset with a firm understanding of UX/CX principles and survey design and analysis best practices
  • A track record of successfully managing multiple projects and programs, setting priorities, and staying organized while managing a diverse book of business
  • Basic understanding of and the ability to troubleshoot Web and Mobile application development 
  • Basic to intermediate knowledge of SQL with the ability to learn basics of JavaScript and API fundamentals. 
  • Proven experience leading cross-functional initiatives with customers that drove success, including significantly increasing adoption/engagement, turning senior stakeholders into champions, and driving account growth
  • Excellent communication and relationship skills; you enjoy building relationships, overcoming obstacles, and conducting strategic customer communications
  • A self-starter, highly motivated and comfortable working cross-functionally in a high growth environment

Benefits & Perks

  • Medical, Dental, and Vision Insurance
  • Paid Time Off: 21 Days
  • Paid Parental Leave
  • 401K Program
  • Work from Home Equipment Stipend
  • Professional Development Stipend
  • Fun Company Parties and Events

   Come Work With Us — Your New Team Awaits!

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Location

Our office is located on the fourth floor with an open space floor plan. We're located near plenty of bars and restaurants. When in office, we have lots of snacks and catered lunch!

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