Customer Success Manager, Key Accounts

Sprout General Referrals

87d • $92,000 - $126,500

About The Position

Sprout Social is looking to hire a Customer Success Manager, Key Accounts for the Sales & Success team. Joining the Sales and Success team is an opportunity to accelerate your career. We’re a winning team selling and supporting the leading social media management platform for businesses. 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 Kroger, Reebok, Salesforce and Canva. And the real kicker? You get to design your own career and follow the path that’s best for you.

Requirements

• 4+ years of experience in Customer Success in B2B SaaS/Software, including 2+ years managing an Enterprise book of business.
• Demonstrated success in retaining, renewing, and expanding Enterprise-level accounts through strategic relationship management and value-driven engagement.
• Experience building relationships, presenting, and influencing senior-level decision makers across multiple functions.

Nice To Haves

• Experience with consulting and providing strategic guidance related to social media and social media tools is a plus.
• Experience working with tools such as G-Suite, Salesforce & Tableau.

Responsibilities

• Build and maintain strong, long-term relationships with key stakeholders at Enterprise accounts, including C-level executives, marketing directors, social media managers, and agency partners.
• Proactively identify and understand customer needs and challenges through Mutual Success Plans.
• Conduct Executive Business Reviews with customers to assess platform usage, identify areas for improvement, and discuss strategic goals.
• Partner with the Onboarding and Professional Services teams to ensure new customers are ramped up and fully understand how best to maximize Sprout based on their individual needs and preferences.
• Monitor customer platform usage and proactively identify areas for improvement in adoption and utilization.
• Provide guidance and best practices to help customers maximize the value of the Sprout Social platform.
• Work closely with Product and Engineering teams to provide customer feedback and influence product roadmap decisions.
• Identify and mitigate potential customer churn risks.
• Drive customer expansion opportunities by identifying and qualifying upsell and cross-sell opportunities.
• Ensure high customer satisfaction scores and proactively address any customer concerns or issues.
• Strategically partner with the Renewals team in defending and growing revenue through positive renewal outcomes.
• Track key customer success metrics, such as customer satisfaction, platform usage, and ROI.
• Generate regular reports on customer health and performance.
• Leverage data to identify trends and make data-driven decisions to improve customer outcomes.

Benefits

• 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 and employee-led diversity, equity, and inclusion initiatives.
• 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, for those who prefer an office setting.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees