[Hiring] Customer Success Manager, Key Accounts @Sprout Social

Role Description

Sprout Social is looking to hire a Customer Success Manager, Key Accounts for the Sales & Customer Experience team.

The Customer Success Manager, Key Accounts plays a critical role in driving value through Sprout’s Social Intelligence platform. You will:

• Own a book of ~60 Enterprise accounts — building relationships, driving adoption, and growing revenue.
• Grow the relationship:
  • Build strong, lasting relationships with key stakeholders — C-level executives, marketing directors, social media managers, and agency partners.
• Bring a commercial mindset:
  • Uncover new opportunities, qualify upsell and cross-sell leads, and confidently work through objections to expand accounts and defend revenue at renewal.
• Run the cadence:
  • Lead Mutual Success Plan reviews, monthly syncs, Executive Business Reviews, and adoption sessions to track usage, surface risks, and align on strategic goals.
• Drive adoption:
  • Partner with Onboarding and Professional Services to ramp new customers, and deliver ongoing training that keeps value visible throughout the client lifecycle.
• Manage risk and retention:
  • Spot churn risks early, resolve them proactively, and keep satisfaction high across your book. Collaborate effectively with Renewal Managers.
• Tell the story with data:
  • Track account health and key metrics, and turn them into a clear, compelling ROI narrative for customers and internally.
• Work smart:
  • Use generative AI tools like Claude and Gemini to speed up daily work — call prep, troubleshooting, drafting client messaging.
• Hit your numbers:
  • Consistently meet and exceed quota, managing your book against KPIs and your comp plan.

Qualifications

• 4+ years in Customer Success, Account Management, or Sales in B2B SaaS, including 2+ years managing an Enterprise book of business.
• Strong preference for candidates with prior account management or sales experience.
• Demonstrated success retaining, renewing, and expanding Enterprise accounts through strategic relationship management.
• Experience building relationships with, presenting to, and influencing senior decision-makers.
• Familiarity with generative AI platforms (e.g., Claude, Gemini).

Requirements

• Experience advising on social media strategy or tools.
• Experience working with or managing agency partners is a plus.
• Familiarity with G-Suite, Salesforce, Gainsight, and Tableau.

Benefits

• 100% Employer-Paid Health Benefits, covering premiums for you and your eligible dependents.
• Generous Paid Time Off: 25 days of vacation annually, plus 5 paid sick days, all public holidays, and additional company-wide Rest & Recharge days.
• Premium Mental Health Support: Full, free access to Modern Health for you and your dependents.
• Annual Lifestyle Stipend: A $950 CAD annual Lifestyle Spending Account.
• Remote Work Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
• Personalized Financial Wellness: No-cost, confidential access to financial experts through Your Money Line.
• Family & Care Support: Access to subsidized child and eldercare options through Care.com.
• Charitable Giving: A company match for your donations to eligible organizations.