Customer Success Manager, Key Accounts

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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

• Own a book of approximately 60 Enterprise accounts, building relationships, driving adoption, and growing revenue • Build lasting relationships with C-level executives, marketing directors, social media managers, and agency partners • Qualify upsell and cross-sell leads, navigate objections, expand accounts, and defend revenue at renewal • 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 • Identify churn risks, resolve them proactively, maintain customer satisfaction, and collaborate with Renewal Managers • Track account health and key metrics and create ROI narratives for customers and internal stakeholders • Use generative AI tools such as Claude and Gemini for call preparation, troubleshooting, and client messaging • Meet and exceed quota while managing the book against KPIs and the compensation plan • Handle customer issues, inbound requests, and account-related questions • Maintain product expertise and serve as a trusted advisor • Partner across departments to address customer feedback • Propose and execute independent projects benefiting Customer Success or Sprout Social

🎯 Requirements

• 4+ years in Customer Success, Account Management, or Sales in B2B SaaS • 2+ years managing an Enterprise book of business • Demonstrated success retaining, renewing, and expanding Enterprise accounts • Experience building relationships with, presenting to, and influencing senior decision-makers • Familiarity with generative AI platforms such as Claude and Gemini • Comfort integrating generative AI into daily operations while retaining ownership of strategic client engagements • Prior account management or sales experience is strongly preferred • Experience advising on social media strategy or tools is preferred • Experience working with or managing agency partners is a plus • Familiarity with G-Suite, Salesforce, Gainsight, and Tableau is preferred

🏖️ Benefits

• Premium BCBSIL medical, dental, and vision insurance for you and 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 • 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 match for charitable donations • 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 • New hire training and onboarding program • Career development and enablement support