Customer Success Manager, Major

This role is responsible for managing the business relationships of apporoximately 85 Sprout customers belonging to the Major CSM segment. The Major CSM team comprises well established brands in our enterprise department. Major CSMs act as the primary point of contact to their portfolio of customers, with the objectives of driving product adoption, providing strategic guidance, and identifying both risk & expansion indicators. Major CSMs shine with their consultative approach to educating and supporting their customers and are well skilled in defending revenue for the business. In partnership with Sprout’s Account Executives & Renewal Managers, CSMs act on their insights to mitigate churn & grow each of their accounts.

What you’ll bring

The ideal candidate is passionate about partnering with customers to drive them towards successful business outcomes through their use of Sprout. This candidate will be committed to advising on product functionality, inspiring customer loyalty, and coordinating with Sprout’s Renewal Managers & Growth Account Executives to retain & expand accounts. This candidate will bring a high level of organization and detail orientation to the table. This candidate will pride themselves on being collaborative in nature with an eagerness to share best practices and learning moments with their team members.

The minimum qualifications for this role include:

• 2+ years of experience in Customer Success in B2B SaaS/Software
• 4+ years of customer facing experience (preferably managing 50+ customer relationships at one time)
• Proven success building relationships, presenting and/or selling to senior level decision makers across multiple functions

Preferred qualifications for this role include:

• Experience with consulting and providing strategic guidance related to social media and social media tools
• Experience using Salesforce.com or similar CRM
• Excellent communication, interpersonal and writing skills

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Complete Sprout Social’s new hire training & onboarding program alongside other new Sprout team members. You’ll gain a broader understanding of our products and how your role fits into the organization.
• Partner with the Manager of Customer Success to define key success metrics for your role and how you will measure against them.
• Begin developing familiarity with our business, platform, and applications, as well as our company’s key metrics.
• Acclimate yourself with the day to day responsibilities of Sprout’s Success Team by shadowing team members, listening to recorded customer calls and working closely with our dedicated Enablement Manager.

Within 3 months, you’ll start hitting your stride by:

• Receive your dedicated book of business and begin familiarizing yourself with your customer base.
• Establish relationships with customer-facing departments across the organization.
• Direct customers to Sprout resources such as product guides, webinars, and customer support to encourage product adoption.
• Respond to high-impact customer issues in a fashion that inspires continued customer loyalty.
• Actively handle inbound requests and account related questions.

Within 6 months, you’ll be making a clear impact through:

• Maintain product expertise across our platform to serve as the ultimate trusted advisor.
• Partner with colleagues across departments to address customer feedback and communicate accordingly.
• Review to-date performance with your manager, identify areas of improvement and establish a plan for career development.

Within 12 months, you’ll make this role your own by:

• Propose and execute independent projects benefiting the whole of Customer Success or Sprout as an organization.
• Identify individual strengths and how to apply them effectively for continued success.

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

We’re proud to regularly be recognized for our team, product and culture. Our benefits program includes:

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity, and inclusion initiatives.
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient, and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting