Senior Director, Customer Success Delivery
Sprout Social, Inc.
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $200,000 - $300,000 per year
Job Level
About the role
- Own the operational execution of Customer Success delivery across North America, ensuring consistent application of engagement models, playbooks, and best practices across customer segments.
- Drive regional performance against retention and expansion metrics by proactively managing customer health, risk identification, and intervention frameworks.
- Partner with Operations to consult on regional performance management, capacity planning, and prioritization.
- Lead, coach and develop your team, with a strong emphasis on coaching leaders to run high-performing teams, manage performance, and deliver consistent results.
- Own regional CS operating metrics including adoption indicators, health scores, churn signals, and renewal risk forecasting.
- Serve as a key execution partner to Sales, Support, Product, and Operations for North America, ensuring alignment and follow-through on shared initiatives and customer commitments.
- Embed inclusive leadership practices into hiring, performance management, and team development, fostering a culture of accountability, trust, and belonging.
Requirements
- 12+ years of experience in Customer Success, Account Management, or related post-sales functions in a B2B SaaS environment
- 6+ years of experience leading first line leaders (Managers and Senior Managers)
- Proven experience owning Customer Success delivery across Mid-Market and Enterprise customer segments
- Strong track record driving retention, adoption, and operational consistency at scale
- Experience partnering closely with Sales, Renewals, RevOps, Product, and Support teams
Benefits
- Insurance and benefit options that are built for both individuals and families
- Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
- High-quality and well-maintained equipment—your computer will never prevent you from doing your best
- Wellness initiatives to ensure both health and mental well-being of our team
- Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity, and inclusion initiatives.
- Growing corporate social responsibility program that is driven by the involvement and passion of our team members
- Beautiful, convenient, and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Success deliveryretention metricsexpansion metricsrisk identificationintervention frameworksperformance managementcapacity planningadoption indicatorshealth scoresrenewal risk forecasting
Soft Skills
coachingleadershipteam developmentperformance managementaccountabilitytrustbelonging