Customer Adoption Consultant

Sprout General Referrals

10d•Remote

About The Position

Sprout Social is looking to hire an Adoption Consultant for the Customer Support team. The Adoption Consultant plays a critical role in driving customer satisfaction, retention, and growth within our rapidly expanding customer base. You will be responsible for maintaining strong customer relationships, ensuring successful platform adoption, and driving customer value across a high volume of accounts. This role requires a strong focus on efficiency, operational rigor, process improvement, and leveraging technology to scale customer success outcomes. Why join Sprout’s Customer Support team? As a member of Sprout’s Customer Support team, your impact is multifaceted. Not only are you the face of Sprout to customers in need of solutions - you’re also an integral internal resource. As product generalists, our team is incredibly skilled and knowledgeable about our entire platform, creating a ton of opportunities for us to partner with teams like Sales & Success, Product and Engineering for training, coaching and feedback. One of the most unique and exciting aspects of our support team is that we don’t have customer assignments or individual workloads - it’s a group workload. We consider ourselves a community and function as such, supporting one another from day one to reach our goals and grow in our career. Speaking of growth, Customer Support is also a great way to enter into tech. We coach folks on a wide array of skills that set them up for success in all parts of our business.

Requirements

2+ years of customer success experience
Strong problem-solving and team collaboration skills
Agility and flexibility in a rapidly changing environment

Nice To Haves

Familiarity with Sprout Social influencer marketing and influencer marketing strategy
Experience with Gainsight or other CS management software
Experience working within a one-to-many model of customer success

Responsibilities

Drive Value & Adoption: Lead training sessions and value discussions to ensure a high volume of customers effectively utilize Sprout’s core functionalities to meet their strategic goals.
Scale Customer Success: Execute one-to-many playbooks and leverage self-service resources, like in-app guidance and knowledge base articles, to drive platform utilization at scale.
Proactive Health Monitoring: Analyze usage data and health metrics to identify trends, proactively address churn risks, and uncover opportunities for customer growth.
Efficient Issue Resolution: Resolve customer inquiries promptly, leveraging support tools and escalating complex issues to ensure a seamless experience.
Operational Excellence: Partner with Product and Engineering to identify and implement process improvements and automation that streamline our Customer Success operations.
Team Collaboration: Contribute to our collective knowledge by developing internal best practices and resources that help the entire support community grow.

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.