Customer Success Manager – Strategic

🔥 16 minutes ago

🇺🇸 United States – Remote

💵 $145.6k - $200.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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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 for Mutual Success Plans, QBRs, account health scoring, and CRM discipline • Drive team retention and quota targets • Pressure-test expansion pipelines, coach opportunity qualification, establish early risk detection, and lead save plans for escalating accounts • Engage customer executives to support strategic renewals and articulate social intelligence ROI to C-level audiences • Incorporate generative AI into workflows and guide the team in using AI tools • Lead the team through evolving go-to-market motions and partner with Sales, Renewals, Onboarding, and Product • Unblock technical hurdles and advocate for customer needs internally • Track and report retention, growth, adoption, and health-score metrics • Optimize resource allocation and portfolio performance • Develop career plans and stretch assignments for senior and tenured individual contributors • Synthesize customer and team feedback to influence Product, Professional Services, and GTM leadership

🎯 Requirements

• 6+ years in Customer Success or account management, including direct experience owning a strategic or enterprise book of business • 1+ years of experience leading client-facing teams, with coaching, performance management, and development of tenured individual contributors • 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: SaaS/subscription business model experience and fluency in 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 your first 6% of contributions (a 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 places in the United States