Manager, Customer Success, Strategic

🕒 September 11

🇺🇸 United States – Remote

💵 $145.6k - $200.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sprout Social, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

📣 Marketing

☁️ SaaS

🌍 Social Impact

Marketing • SaaS • Social Impact

Sprout Social, Inc. is a leading provider of social media management solutions. The company offers a comprehensive platform that enables businesses to streamline their customer care, enhance community management, and drive marketing efforts across various social media channels. With features like engagement, publishing, analytics, and social listening, Sprout Social helps organizations uncover trends, gather insights, and amplify their brand awareness. Their platform integrates AI and automation to improve efficiencies and personalize customer care. Additionally, Sprout Social offers influencer marketing and employee advocacy tools to enhance social reach. Trusted by over 30,000 brands and recognized for its top-tier software products, Sprout Social caters to enterprises, agencies, and small to medium businesses, providing innovative solutions to maximize the impact of social media strategies.

📋 Description

• Lead and coach a team of tenured Strategic Customer Success Managers through 1:1s, call reviews, and account planning • Build individualized growth paths, remove operational roadblocks, and set performance expectations • Translate segment strategy into priorities and establish team operating standards • Manage Mutual Success Plans, Quarterly Business Reviews, account health scoring, and CRM discipline • Drive team retention and quota targets • Pressure-test expansion pipelines, coach opportunity qualification, detect risks early, and lead save plans • Engage customer executives to support strategic renewals and communicate social intelligence ROI • Incorporate generative AI into workflows and guide team adoption • Lead the team through changing go-to-market motions • Partner with Sales, Renewals, Onboarding, and Product to resolve technical hurdles and advocate for customers • Track and report retention, growth, adoption, and health-score metrics • Influence Product, Professional Services, and GTM leadership using customer and team feedback • Serve as a mentor and internal advocate for strategic account excellence

🎯 Requirements

• 6+ years in Customer Success or account management, with direct experience owning a strategic or enterprise book of business • 1+ years of experience leading client-facing teams, including coaching, performance management, and developing tenured individual contributors serving matrixed enterprise clients • Proven success driving retention and growth targets • Strong business acumen across renewals, negotiations, process refinement, and project management • Exceptional communication and negotiation skills • Ability to influence key stakeholders and maintain sound judgment under pressure • Hands-on experience applying generative AI tools for research, account preparation, or communication • Ability to travel for customer on-sites within the U.S. 4+ times per year • Preferred: Experience in SaaS/subscription business models and tools such as Salesforce, Gainsight, Tableau, or similar CRM/BI platforms • Preferred: Experience coaching CSMs on C-suite presentations and value-based ROI selling • Preferred: Previous direct account management or sales experience

🏖️ Benefits

• Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents • Full, free access to Modern Health, including coaching, therapy sessions, and digital wellness resources • 401(k) plan with a 50% company match on the first 6% of contributions (3% total match) • 100% employer-paid Life and Disability insurance • Flexible PTO policy and company-wide Rest & Recharge days • Up to 16 weeks of paid parental leave • $1,000 USD annual Lifestyle Spending Account • One-time $550 USD home-office setup stipend • Monthly $50 USD internet stipend • 16 hours of paid volunteer time annually • $100 annual charitable donation match • Pre-tax commuter benefits • Subsidized child/eldercare through Care.com • Discounted pet insurance through Figo • No-cost personalized financial wellness support through Your Money Line • Remote work flexibility in many U.S. locations