Customer Success Manager, Key Accounts

Sprout Social

3h•$92,000 - $152,800•Remote

About The Position

Sprout Social is hiring a Customer Success Manager for the Sales & Customer Experience team. The role owns a book of approximately 60 Enterprise accounts and is responsible for building relationships, driving adoption, delivering customer value through Sprout’s Social Intelligence platform, and growing revenue across strategic customers. The position works with stakeholders ranging from C-level executives to marketing directors, social media managers, and agency partners. The Customer Success Manager leads recurring customer interactions and strategic reviews, identifies expansion opportunities, supports onboarding and ongoing training, and manages account health, retention, and renewal risks in partnership with Renewal Managers. The role also tracks performance metrics and communicates customer ROI. Generative AI tools such as Claude and Gemini are used to improve efficiency in daily tasks, while the manager retains ownership of strategic customer engagements. Success includes consistently meeting and exceeding quota and managing the account book against KPIs and the compensation plan. The role includes a structured first-year growth plan, from completing onboarding and learning the platform to taking ownership of a customer book, developing product expertise, handling customer issues, collaborating across departments, and eventually leading Strategic Business Reviews and visiting customers in person. Sprout supports remote work in many U.S. locations, though it is not set up in every state. The current hiring range is $92,000–$115,000 OTE annually, with geographic salary bands and compensation dependent on location, experience, skills, and performance.

Requirements

4–6+ years of experience in Customer Success, Account Management, or Sales in B2B SaaS.
At least 2 years managing an Enterprise book of business.
Strong preference for prior account management or sales experience, with comfort qualifying leads, uncovering opportunities, and navigating commercial objections.
Demonstrated success retaining, renewing, and expanding Enterprise accounts through strategic relationship management.
Experience building relationships with, presenting to, and influencing senior decision-makers.
Familiarity with generative AI platforms such as Claude or Gemini and comfort incorporating them into daily work while retaining leadership of strategic customer engagements.

Nice To Haves

Experience advising on social media strategy or tools.
Experience working with or managing agency partners.
Familiarity with G-Suite, Salesforce, Gainsight, and Tableau.

Responsibilities

Own a book of approximately 60 Enterprise accounts, building relationships, driving adoption, and growing revenue.
Build and maintain relationships with key stakeholders, including C-level executives, marketing directors, social media managers, and agency partners.
Identify new opportunities, qualify upsell and cross-sell leads, handle objections, expand accounts, and defend revenue at renewal.
Lead Mutual Success Plan reviews, monthly syncs, Executive Business Reviews, and adoption sessions to track usage, surface risks, and align on strategic goals.
Partner with Onboarding and Professional Services to ramp new customers and deliver ongoing training throughout the customer lifecycle.
Identify churn risks early, resolve them proactively, maintain customer satisfaction, and collaborate with Renewal Managers.
Track account health and key metrics and communicate a compelling ROI narrative to customers and internally.
Use generative AI tools such as Claude and Gemini to support call preparation, troubleshooting, and client messaging while retaining ownership of strategic client engagements.
Meet and exceed quota while managing the account book against KPIs and the compensation plan.
Complete company onboarding and training, develop familiarity with the business and platform, and shadow team members and recorded customer calls.
Direct customers to product guides, webinars, and customer support; respond to high-impact issues and inbound account-related questions.
Maintain product expertise, collaborate across departments on customer feedback, and review performance and career development with a manager.
Propose and execute projects benefiting Customer Success or Sprout, and master Strategic Business Reviews, including beginning in-person customer visits.

Benefits

Medical, dental, and vision insurance for employees and eligible dependents.
Free access to Modern Health mental health support, including coaching, therapy sessions, and digital wellness resources.
401(k) plan with a 50% company match on the first 6% of contributions.
Employer-paid life and disability insurance.
Flexible paid time off and company-wide Rest & Recharge days.
Up to 16 weeks of paid parental leave.
$1,000 annual Lifestyle Spending Account.
One-time $550 home office stipend and $50 monthly internet stipend.
16 hours of paid volunteer time annually and a $100 annual charitable donation match.
Pre-tax commuter benefits.
Subsidized child and eldercare through Care.com.
Discounted pet insurance through Figo.
No-cost personalized financial wellness support through Your Money Line.