Customer Success Manager, Key Accounts

Sprout Social

4h•Remote

About The Position

Sprout Social is looking to hire a Customer Success Manager, Key Accounts for the Sales & Customer Experience team. Why join Sprout’s 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. What you’ll do The Customer Success Manager, Key Accounts play a critical role in driving customer satisfaction, retention, and growth within some of our largest and most strategic accounts. You will be responsible for building and maintaining strong relationships with key stakeholders, proactively identifying and addressing customer needs, and ensuring successful adoption and utilization of the Sprout Social platform. In this role, you’ll manage strategic relationships with high-value clients.. You bring experience in navigating complex customer environments and a knack for identifying challenges, surfacing insights, and recommending solutions that align with their goals. Your technical aptitude allows you to confidently guide customers through our platform, uncovering new opportunities to add value. If you’re excited about delivering exceptional customer experiences, collaborating with cross-functional teams, and helping enterprise clients maximize their success, we’d love to connect with 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

Customer Relationship Management: 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.
Customer Training: 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.
Platform Adoption & Utilization: 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.
Customer Retention & Growth: 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.
Data Analysis & Reporting: 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

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.