Customer Success Manager

Sprig•San Francisco, CA

22h•Hybrid

About The Position

Join Sprig as a Customer Success Manager, where you’ll partner with a diverse portfolio of fast-growing companies to drive measurable impact and help them achieve their business goals. In this role, you’ll act as a strategic advisor to product and research leaders, helping customers deeply understand their users, adopt Sprig across teams, and realize sustained value from our platform. You will own the end-to-end customer lifecycle for a portfolio of Mid-Market accounts, spanning onboarding, adoption, expansion, and renewal. This role is highly cross-functional and requires a proactive mindset to identify growth opportunities and drive best-in-class Net Revenue Retention (NRR). As a key member of the Sprig team, you will be the voice of the customer, translating user feedback into actionable insights for our Product team. This role is based out of our vibrant downtown San Francisco office 4 days per week, conveniently located steps away from Montgomery BART/MUNI.

Requirements

1–3 years of experience in Customer Success, Account Management, or a related client-facing role (SaaS experience preferred).
A proven track record of meeting or exceeding retention and expansion targets within a dedicated book of business.
Comfortable using data and product usage metrics to "tell a story" and provide proactive recommendations to customers.
Strong presentation and communication skills, with the ability to build rapport quickly and influence stakeholders at the Manager and Director levels.
Highly organized with the ability to manage multiple priorities and accounts simultaneously without letting details fall through the cracks.
Experience working cross-functionally with Sales, Product, and Support teams to solve customer challenges and drive platform improvements.
Thrives in a fast-paced, "builder" environment and is excited about helping refine Mid-Market success strategies as Sprig scales.

Responsibilities

Manage post-sale success for a book of Mid-Market accounts, focusing on retention and expansion through proactive success planning and commercial alignment.
Analyze product usage data to uncover upsell/cross-sell opportunities, identifying adoption gaps and mapping Sprig’s value to the customer’s evolving business needs.
Build strong relationships with key stakeholders to ensure Sprig is integrated into their daily workflows and seen as an essential partner in their product development lifecycle.
Lead efficient onboarding and enablement sessions, ensuring new customers realize value quickly and adopt best practices from day one.
Partner closely with Sales and Account Management to secure renewals and support the development of expansion proposals and business reviews.
Translate user feedback into actionable insights for our Product team.