[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 Sales and Customer Experience team shapes how Sprout powers the future of customer connection for today’s most innovative brands. We sell and support the leading social media management platform for businesses, helping organizations unlock the full value of social.

Through powerful social intelligence and trusted partnership, we enable teams to build authentic relationships and drive meaningful business impact.

You’ll join a high-performing, collaborative team made up of some of the brightest minds in the industry, working with iconic brands like Campbell's, Salesforce, Airbnb, and Equifax. Just as importantly, Sprout is a place where your growth matters.

You’ll have the freedom to shape your career, explore new paths, and build toward what’s next, with a team that’s invested in helping you get there.

Responsibilities

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

Qualifications

• 4-6+ 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) and comfort integrating them into daily operations.

Preferred Qualifications

• 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.

Growth Timeline

• Within 1 month: Complete Sprout Social’s new hire training & onboarding program.
• Within 3 months: Receive your dedicated book of business and begin familiarizing yourself with your customer base.
• Within 6 months: Maintain product expertise across our platform to serve as the ultimate trusted advisor.
• Within 12 months: Propose and execute independent projects benefiting the whole of Customer Success or Sprout as an organization.

Benefits

• Premium BCBSIL medical, dental, and vision insurance for you and your eligible dependents.
• Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
• 401(k) plan with a 50% company match on your first 6% of contributions.
• 100% employer-paid Life and Disability insurance.
• A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
• Up to 16 weeks of paid leave for new parents.
• A $1,000 USD annual Lifestyle Spending Account.
• A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
• 16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
• Access to pre-tax commuter benefits, subsidized child/eldercare, discounted pet insurance, and no-cost personalized financial wellness support.