Manager, Customer Success, Strategic

1 month, 1 week ago
Full-time
Lead
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

  • Lead, coach, and develop a team of tenured Strategic Customer Success Managers through 1:1s, call reviews, account planning, and performance management.
  • Translate segment strategy into operating standards for Mutual Success Plans, QBRs, account health scoring, and CRM discipline.
  • Own team retention and growth targets by qualifying expansion opportunities, detecting risk early, and leading structured save plans.
  • Serve as an executive escalation point for strategic renewals, customer value discussions, and social intelligence ROI presentations.
  • Incorporate generative AI into team workflows for research, account preparation, and customer communication.
  • Partner with Sales, Renewals, Onboarding, Product, Professional Services, and GTM leadership to resolve issues and advocate for customers.
  • Monitor and report retention, growth, adoption, and account health metrics to identify trends and optimize resources.
  • Develop individualized career growth and stretch plans for senior and tenured team members.
  • Synthesize customer and team feedback to influence cross-functional priorities and improve strategic account execution.

Requirements

  • 6+ years of experience in Customer Success or account management, including ownership of strategic or enterprise accounts.
  • 1+ year of experience leading client-facing teams, including coaching, performance management, and talent development.
  • Demonstrated success driving retention and growth targets, renewals, negotiations, process improvement, and project management.
  • Exceptional communication, negotiation, stakeholder influence, and judgment under pressure.
  • Hands-on experience using generative AI tools for research, account preparation, communication, or productivity.
  • Ability to travel for U.S. customer onsite visits at least four times per year.
  • Experience with SaaS or subscription business models and tools such as Salesforce, Gainsight, Tableau, or similar platforms preferred.
  • Experience coaching CSMs on C-suite presentations and value-based ROI selling preferred.
  • Previous direct account management or sales experience preferred.

Benefits

  • Annual OTE of $145,600–$200,200, with geographic ranges up to $240,200 in Zone 1.
  • Remote work opportunities across eligible U.S. locations.
  • Medical, dental, and vision insurance for employees and eligible dependents.
  • Free Modern Health coaching, therapy, and digital wellness resources.
  • 401(k) with a 50% company match on the first 6% of contributions.
  • Flexible PTO, company-wide Rest & Recharge days, and up to 16 weeks of paid parental leave.
  • $1,000 annual lifestyle stipend, home-office stipend, and monthly internet stipend.
  • Employer-paid life and disability insurance, paid volunteer time, charitable donation matching, and financial wellness support.

Interested in this position?

Apply directly on the company website

Apply Now

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