Customer Success Manager, Key Accounts

22 minutes ago
Full-time
Senior
Customer and Technical Support
Sprout Social

Sprout Social

Sprout Social offers a comprehensive social media management and engagement platform that enables businesses to effectively manage their social media presence, streamline customer care, and derive actionable insights from analytics to drive growth.

Professional Services
251-1K
Founded 2010

Description

  • Own a book of about 60 enterprise accounts and manage customer relationships across the lifecycle.
  • Build and maintain relationships with senior stakeholders, including C-level executives and agency partners.
  • Identify upsell and cross-sell opportunities, handle objections, and support renewals.
  • Lead Mutual Success Plan reviews, monthly syncs, Executive Business Reviews, and adoption sessions.
  • Partner with Onboarding and Professional Services to ramp new customers and deliver ongoing training.
  • Monitor account health, usage, and churn risk, and resolve issues proactively.
  • Create and communicate ROI narratives using account data and key metrics.
  • Meet and exceed quota while managing performance against KPIs and the comp plan.
  • Use generative AI tools for call prep, troubleshooting, and client messaging.
  • Collaborate with Renewal Managers and cross-functional teams to address customer feedback and account needs.

Requirements

  • 4+ years of experience in Customer Success, Account Management, or Sales in B2B SaaS.
  • 2+ years of experience managing an enterprise book of business.
  • Prior account management or sales experience with lead qualification, opportunity discovery, and objection handling.
  • Proven success retaining, renewing, and expanding enterprise accounts.
  • Experience presenting to and influencing senior decision-makers.
  • Familiarity with generative AI platforms such as Claude and Gemini.
  • Comfort using AI tools in daily operations while owning strategic client engagements.
  • Experience advising on social media strategy or tools (preferred).
  • Experience working with or managing agency partners (preferred).
  • Familiarity with G-Suite, Salesforce, Gainsight, and Tableau (preferred).

Benefits

  • $92,000-$115,000 OTE annual hiring range, with zone-based salary bands up to $152,800.
  • Premium BCBSIL medical, dental, and vision insurance for employees and eligible dependents.
  • Free access to Modern Health, including coaching, therapy, and digital wellness resources.
  • 401(k) with a 50% company match on the first 6% of contributions.
  • 100% employer-paid life and disability insurance.
  • Flexible PTO plus company-wide Rest & Recharge days.
  • Up to 16 weeks of paid parental leave.
  • $1,000 annual Lifestyle Spending Account, home office stipend, and monthly internet stipend.
  • 16 hours of paid volunteer time and a $100 annual charitable donation match.
  • Pre-tax commuter benefits, subsidized care support, discounted pet insurance, and financial wellness support.

Interested in this position?

Apply directly on the company website

Apply Now

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