[Hiring] Manager, Customer Success, Strategic @Sprout Social

Role Description

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

In this role, you will collaborate with the brightest minds in the industry to support global giants like Salesforce, Airbnb, and Equifax. Your focus is bringing segment strategy to life with operational rigor, ensuring repeatable team execution, and driving retention and portfolio growth.

• Lead & Develop Senior Talent:
  • Direct and coach an experienced team of CSMs through 1:1s, call reviews, and account planning.
  • Build individualized growth paths, clear operational roadblocks, and set clear performance expectations.
• Drive Operational Rigor & Execution:
  • Translate segment strategy into clear priorities.
  • Establish and refine team operating standards—including Mutual Success Plans, Quarterly Business Reviews (QBRs), account health scoring, and CRM discipline.
• Own Retention, Risk, & Expansion:
  • Deliver on team retention and quota targets.
  • Pressure-test expansion pipelines, coach opportunity qualification, establish early risk-detection mechanisms, and lead structured save plans for escalating accounts.
• Serve as an Executive Escalation Point:
  • Directly engage with customer executives to reinforce value, support strategic renewals, and articulate social intelligence ROI for C-level audiences.
• Champion AI Innovation:
  • Incorporate generative AI into your workflow and guide the team in using AI tools to streamline research, account prep, and communication without losing strategic oversight.
• Lead Through Change & Cross-Functional Alignment:
  • Guide the team through evolving go-to-market motions with clarity.
  • Partner with Sales, Renewals, Onboarding, and Product to unblock technical hurdles and advocate for customer needs internally.
• Monitor & Report Performance:
  • Track and report key metrics across retention, growth, adoption, and health scores to diagnose portfolio trends and optimize resource allocation.

Qualifications

• Customer Success Experience: 6+ years in Customer Success or account management, with direct experience owning a strategic or enterprise book of business.
• People Leadership: 1+ years of experience leading client-facing teams, with a track record of coaching, performance management, and developing high-tenured individual contributors serving matrixed enterprise clients.
• Commercial & Operational Track Record: Proven success driving retention and growth targets, paired with strong business acumen across renewals, negotiations, process refinement, and project management.
• Risk & Influence Skills: Exceptional communication and negotiation skills, with the ability to influence key stakeholders and maintain sound judgment under pressure.
• Generative AI Proficiency: Hands-on experience applying generative AI tools (e.g., for research, account prep, communication) to optimize personal and team productivity.
• Travel: Ability to travel for customer on-sites within the U.S. 4+ times per year.

Preferred Qualifications

• SaaS & Tooling Expertise: Experience in SaaS/subscription business models, with fluency in tools like Salesforce, Gainsight, Tableau, or similar CRM/BI platforms.
• Executive Coaching: Experience coaching CSMs on C-suite presentations and value-based ROI selling.
• Sales Background: Previous experience in direct account management or sales roles.

Benefits

• Comprehensive Health & Wellness: Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
• Premium Mental Health Support: Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
• Retirement Savings: 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
• Financial Security: 100% employer-paid Life and Disability insurance for your peace of mind.
• Flexible Paid Time Off: A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
• Paid Parental Leave: Up to 16 weeks of paid leave for new parents to support you in expanding your family.
• Annual Lifestyle Stipend: A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
• Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
• Giving Back: 16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
• Additional Financial Perks: Access to pre-tax commuter benefits, subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support through Your Money Line.