Senior Director, Customer Success Delivery
Sprout Social, Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $200,000 - $300,000 per year
Job Level
Senior
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
Customer Success deliveryretention metricsexpansion metricsrisk identificationintervention frameworksperformance managementcapacity planningadoption indicatorshealth scoresrenewal risk forecasting
Soft skills
coachingleadershipteam developmentperformance managementaccountabilitytrustbelonging