Customer Success Manager

• Lead and mentor a team of Customer Success Managers focused on driving success within our Major account portfolio.
• Oversee Gainsight adoption in the team and leverage data insights to understand churn risk themes and customer behaviors that contribute to churn.
• Collaborate with account teams and CSMs to develop strategic success plans aligned with their business objectives.
• Identify and implement process improvements to enhance the efficiency and effectiveness of the Major accounts team.
• Create team and department-wide initiatives, in partnership with the Renewal Management team, towards our goals on customer retention, account growth, and maximizing customer lifetime value.
• Use a “client first” mindset to serve as a CX champion as clients work across our onboarding, renewals, sales, support, and customer success teams at Sprout.
• Work closely with Renewals, Sales, Product, and other internal teams to ensure seamless customer experiences and drive strategic alignment.
• Monitor and report on key performance indicators (KPIs) related to customer satisfaction, CSM activity metrics, and customer lifecycle motions.
• Serve as a leadership point-of-contact on accounts for escalation needs regarding contracting, negotiations, product support, etc.
• The ideal candidate has a strong background in customer relations, communications, navigating escalations, managing a high-volume and/or high-spend team, negotiating contracts, and has had previous experience in a quota-carrying role.
• 5+ years of client-facing work experience in customer success, client relations, agency partnerships, or other customer experience roles
• 1-3 years+ of experience building, leading, and scaling high-performing Enterprise teams, including process definition, documentation, talent sourcing, and development, while delivering excellence and driving accountability
• Proven track record of consistently delivering business targets and quotas
• Ability to manage influence through persuasion, negotiation, and consensus-building
• Excellent communication, presentation, and relationship-building skills
• Experience with Salesforce.com and/or Gainsight
• SaaS experience
• Within 1 month, you’ll plant your roots, including:
- Complete Sprout Social’s new hire onboarding program to build foundational knowledge of our platform, customers, and enterprise strategy.
- Partner with the Director, Customer Success to define key success metrics for your role and how you will measure against them.
- Meet your team in 1:1s to understand each individual’s current challenges and areas of opportunity.
- Audit the current book of enterprise accounts to identify risk, growth opportunities, and customer maturity segments.
- Familiarize yourself with the structure, operating cadence, and objectives of cross-functional teams—especially Sales, Renewals, Product, and Services.
• Within 3 months, you’ll start hitting your stride by:
- Build strong working relationships with Sales, Product, and Renewal leaders to drive a unified enterprise account strategy and improve account planning processes.
- Analyze Gainsight and other CSM activity data to identify churn trends, gaps in adoption, and opportunities to drive product value.
- Provide coaching and strategic direction to Enterprise CSMs through regular 1:1s, customer call reviews, and success planning sessions.
- Establish executive-level visibility on high-impact accounts and begin participating in customer QBRs and strategic check-ins.
- Define and prioritize process improvements to increase team efficiency, such as playbook enhancements, risk mitigation protocols, or strategic planning templates.
• Within 6 months, you’ll be making a clear impact through:
- Consistently deliver on enterprise retention goals and drive progress toward customer growth across the team’s portfolio.
- Oversee the adoption and optimization of team-wide tooling (e.g., Gainsight), improving proactive risk management and stakeholder alignment.
- Drive alignment between CSMs and the Renewals team to ensure retention and expansion strategies are tightly coordinated.
- Demonstrate personal leadership perspective and share learnings and best practices across the organization.
- Become a Sprout Social and social media expert to confidently speak to ever-changing industry trends and product vision to help our customers identify their needs and accomplish their goals.
• Within 12 months, you’ll make this role your own by:
- Consistently exceed quarterly net revenue retention targets.
- Obtain (solicited and unsolicited) and act upon peer, customer, and leadership feedback.
- Execute against a long-term strategic plan for your team focused on enterprise customer growth, advocacy, and operational excellence.
- Serve as a leadership voice across Customer Success by contributing insights, best practices, and scalable frameworks to company-wide initiatives.
- Build a high-performing Enterprise CS team through continuous development, structured career pathing, and measurable impact on customer outcomes.
- Cultivate strong executive relationships with enterprise customers to influence renewal and expansion conversations at the highest levels.

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