Customer Success Manager, US

Sprout.ai

6d•Remote

About The Position

Help us define the future of Sprout in the US. As our first US-based Customer Success Manager, you will be the heartbeat of our North American operations. We are looking for a relentless advocate for our insurance customers - someone who can drive momentum, manage complex implementations, and turn business problems into success stories. You will be responsible for protecting and growing ARR while establishing Sprout as a trusted name in the US. Beyond the day-to-day, this is a chance to leave your mark: you’ll help localise our playbook, pave the way for future hires, and directly influence our product roadmap with real-world market feedback.

Requirements

A proven track record of successfully delivering complex software projects - can draw on previous experience delivering complex software products, navigating complex matrixes of stakeholders and technical requirements while maintaining a high-standard of delivery.
Experience serving enterprise customers - able to navigate sophisticated organisations, gain buy-in from stakeholders, drive adoption, and deliver measurable outcomes.
Strong commercial awareness - experience protecting renewals and driving expansion / upsell motions.
Excellent stakeholder management and executive presence - ability to influence at C-level.
Hands-on project management skills — planning, resourcing, change control, risk mitigation.
Confident communication - should be able to engage with customers in meetings, write effective documentation, and written correspondence.
Ability to work independently in an emerging-market - comfortable making high-impact decisions with limited playbooks and in-time zone support.

Nice To Haves

Experience working as a Business Analyst or in a Technical role.
Knowledge and understanding of the Insurance sector, and the key pain points experienced by Claims teams.
Experience building AI products
Track record of building processes and localising global playbooks for a region.
Some people-management experience or experience mentoring junior EMs / implementation consultants.
Business level Spanish

Responsibilities

Own the relationship with Sprout Customers post-sale - your success will be contingent on the on-time delivery and successful ROI realisation of Sprout’s US deliveries.
End to end project delivery for enterprise customer engagements in North America - through onboarding, implementation, adoption and optimisation.
Act as the single point of contact for customer stakeholders - build trust with C-suite, operations, technical teams, and business teams.
Develop and execute Success Plans that map product value to measurable business outcomes (KPIs, timelines, adoption milestones).
Drive adoption, change management and ROI realisation - run regular business reviews and executive update sessions.
Manage risks and escalations proactively - ensure on-time, on-budget delivery while protecting gross margin.
Customer Satisfaction - ensure positive NPS score with your customers and work in coordination with Account Execs to secure customer contract renewals.
Identify expansion and up-sell opportunities - coordinate with Account Execs to convert expansion motions.
Create and localise processes - partner closely with Sales, Solutions Engineering, Product, and CS to standardise playbooks and improve processes for North America.
Create customer-facing collateral, onboarding templates, and training documentation.
Be an active voice of the customer - regular feedback loops to Product and leadership that influence the roadmap.