Vice President, Pricing and Packaging Strategy
Sprout Social, Inc.
Salary
💰 £80,000 - £90,000 per year
Job Level
Lead
About the role
- Lead a global team of c.30 responsible for managing a portfolio of over 400 Benifex customers.
- Shape the strategy for how we enable the CSM team to provide further value to our customers.
- Nurture and develop high performing Customer Success Managers, accelerating people’s career journeys.
- Develop and execute strategies to turn customers into advocates through referral programs, testimonials, case studies, and community engagement.
- Ensure our customers realise the full value of the product suite available to them; including onboarding and training.
- Monitor and improve customer sentiment using NPS and other feedback mechanisms.
- Work alongside the Head of Customer Excellence to implement and execute improvement strategies for NPS.
- Partner with Marketing to amplify customer success stories and build a strong brand reputation.
- Design and optimize onboarding, training, and support processes to ensure seamless customer experiences.
- Lead initiatives to improve first-contact resolution, response times, and overall service quality.
- Build and maintain strong, trust-based relationships with key accounts and stakeholders.
- Act as an executive sponsor for strategic clients, ensuring their voice is heard across the organization.
- Act as a point of escalation as needed.
- Champion the customer internally, advocating for their needs in product development, support, and operations.
- Define and track KPIs to measure team performance, customer health, and retention.
- Implement scalable processes and tools to support customer lifecycle and service management.
- Identify churn risks and proactively implement retention strategies.
- Support the customer satisfaction programme and play a part in the initiatives as required.
- Collaborate cross-functionally with Sales, Product, and Support to ensure a cohesive customer journey.
- Drive continuous improvement in customer service delivery and satisfaction.
Requirements
- Proven customer success experience in B2B SaaS.
- Proven experience in a leadership role within customer success.
- Hiring and developing talent, nurturing a high performance culture, and embedding best practices.
- Evidence of using technology and tooling to improve customer experience (automation, self-service, AI etc)
- Proven experience in change management, embedding new ways of working and getting people bought into that journey.
- Proven track record and strategies for improving customer satisfaction, retention, and advocacy across teams.
- Advanced analytical skills with experience using customer success platforms (e.g., Gainsight, Salesforce).
- Excellent communication, leadership, and interpersonal skills.
- Strategic thinker with a passion for customer-centric innovation.
