Director, Sales Operations (Customer Success)

Sprout Social is a leader in the rapidly growing social media management space. In Revenue Operations, we shape the Company’s GTM strategy and translate it into an operational plan.  We are building a world-class team that will be instrumental in helping the Company expand from ~$350M to $1B and beyond. The RevOps team plays a critical role in designing, measuring, and optimizing our GTM efforts across Sales, Customer Success, Sales Development, Partnerships, Sales Engineering, and Professional Services. Not only do you get to work alongside some of the sharpest minds in the industry, you also get to work with some of the biggest brands in the world ​​including DoorDash, General Mills, Trello, Make-a-wish Foundation, Edelman, and Blue Cross Blue Shield. And the real kicker? You get to design your own career and follow the path that’s best for you. Wherever you want to go, we’re committed to helping you get there.

What you’ll do

• Act as a thought partner and strategic advisor to the VP, Customer Success
• Evolve the Customer Success coverage model, from role assessments to resource allocation to book design, with a view toward continuous improvement via tracking and measurement of outcomes
• Build and transform Sprout’s CS reporting infrastructure, leveraging both shared and internal resources, including both core reporting and the development of robust and reliable customer value and health metrics
• Manage and develop a high performing team of customer success operations professionals who become CS data & analytics subject matter experts and operate in an embedded model to support day to day execution alongside CS leadership
• Support any CS specific deployments of tools & technology to help scale CS productivity
• Build trusted relationships across the organization with an ability to influence and deliver consistent results; act as the voice of Customer Success on major cross functional initiatives

What you’ll bring

Sprout Social is looking for a strategic, analytical and hands-on ops leader with a proven track record of driving successful change in a fast-paced environment.  This individual will partner with the Customer Success team to identify, prioritize, deliver, and measure initiatives across the organization that are designed to increase efficiency.  If you have a passion for building a best-in-class Customer Success organization via systems, data and processes, we’d love to talk to you!

The minimum qualifications for this role include:

• Minimum of 5+ years managing teams; 10+ years of experience overall with prior experience in SaaS is required
• Track record of driving major change initiatives in a previous role
• Deep familiarity with Salesforce CRM; fluency in Excel and Tableau
• Outstanding ability to act as a thought partner and strategic advisor to senior level stakeholders

Preferred qualifications for this role include:

• Strong preference for Customer Success operations specific experience
• Familiarity with Gainsight, Hook or other CS tool a plus
• Strong communication and presentation abilities, both written and verbal

How you’ll grow

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

• Experience Sprout’s in-depth onboarding, covering everything from our company mission and values, hearing directly from executives and founders, to deep training on our products and the value that Sprout delivers to our customers
• Partner with the VP, Sales Operations to define key success metrics for your role and how you will be measured against them
• Meet your team in 1:1’s to understand current processes and areas for opportunity, and begin recruiting against any open headcount reqs
• Learn about Sprout’s current Customer Success approach, including building foundational fluency around key roles, current state reporting and FY24 coverage model design
• Meet with leaders throughout the Customer Success organization as well as key  cross functional leaders who are involved in customer growth, retention and success.

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

• Fully immerse yourself in the cadence of the CS business, familiarizing yourself with key selling and support motions, and the customer lifecycle across different segments, verticals and geos
• Take ownership of major initiatives already in flight and/or partner closely with analytics counterparts elsewhere at Sprout to accelerate improvements, including among others, key reporting infrastructure
• Develop a comprehensive assessment of the current CS coverage model, including proposed metrics for tracking performance and any near term suggestions for course correction
• Become a subject matter expert on all current and prospective tools & technology used by the CS organization
• Complete your assessment of CS operations team roles and responsibilities and begin to reshape and fine tune to drive maximum impact of our ops resources

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

• Launch of at least one major reporting product to the CS leadership team, with several more on deck
• Participate deeply in the FY25 planning process, driving coverage design and delivering a dramatically improved experience for CS leadership Y/Y
• Reach a steady organizational footing with strong departmental relationships with Business Analytics, Product, Sales Operations, and Customer Marketing teams
• Continue to develop your team, personally and professionally
• Achieve meaningful progress towards the deployment and adoption of a new CS tool

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

• Being recognized across the organization as a strategic resource and effective communicator
• Having developed and socialized a roadmap and series of future programs and investments that will shape our CS Operations team and drive increased scale and leverage
• Landing a successful series of changes that contribute directly to meaningful improvement in Sprout’s renewal rate and NDR.

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, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders
• 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