Customer Success Manager, Key Accounts

Description

Sprout Social is looking to hire a Customer Success Manager, Key Accounts for the Sales & Customer Experience team.

Why join Sprout's Sales & Customer Experience team?

The Sales and Customer Experience team shapes how Sprout powers the future of customer connection for today's most innovative brands. We sell and support the leading social media management platform for businesses, helping organizations unlock the full value of social. Through powerful social intelligence and trusted partnership, we enable teams to build authentic relationships and drive meaningful business impact.

What you'll do

The Customer Success Manager, Key Accounts play a critical role in driving customer satisfaction, retention, and growth within some of our largest and most strategic accounts. You will be responsible for building and maintaining strong relationships with key stakeholders, proactively identifying and addressing customer needs, and ensuring successful adoption and utilization of the Sprout Social platform.

Customer Relationship Management:

• Build and maintain strong, long-term relationships with key stakeholders at Enterprise accounts, including C-level executives, marketing directors, social media managers, and agency partners.
• Proactively identify and understand customer needs and challenges through Mutual Success Plans
• Conduct Executive Business Reviews with customers to assess platform usage, identify areas for improvement, and discuss strategic goals.

Customer Training:

• Partner with the Onboarding and Professional Services teams to ensure new customers are ramped up and fully understand how best to maximize Sprout based on their individual needs and preferences.

Platform Adoption & Utilization:

• Monitor customer platform usage and proactively identify areas for improvement in adoption and utilization.
• Provide guidance and best practices to help customers maximize the value of the Sprout Social platform.
• Work closely with Product and Engineering teams to provide customer feedback and influence product roadmap decisions.

Customer Retention & Growth:

• Identify and mitigate potential customer churn risks.
• Drive customer expansion opportunities by identifying and qualifying upsell and cross-sell opportunities.
• Ensure high customer satisfaction scores and proactively address any customer concerns or issues.
• Strategically partner with the Renewals team in defending and growing revenue through positive renewal outcomes.

Data Analysis & Reporting:

• Track key customer success metrics, such as customer satisfaction, platform usage, and ROI.
• Generate regular reports on customer health and performance.
• Leverage data to identify trends and make data-driven decisions to improve customer outcomes.

What you'll bring

We're looking for someone who is deeply passionate about building strong customer relationships and driving meaningful outcomes. You thrive on understanding what success looks like for your clients and take pride in your ability to stay organized, proactive, and detail-oriented.

In this role, you'll manage strategic relationships with high-value clients.. You bring experience in navigating complex customer environments and a knack for identifying challenges, surfacing insights, and recommending solutions that align with their goals. Your technical aptitude allows you to confidently guide customers through our platform, uncovering new opportunities to add value. If you're excited about delivering exceptional customer experiences, collaborating with cross-functional teams, and helping enterprise clients maximize their success, we'd love to connect with you.

The minimum qualifications for this role include:

• 4+ years of experience in Customer Success in B2B SaaS/Software, including 2+ years managing an Enterprise book of business
• Demonstrated success in retaining, renewing, and expanding Enterprise-level accounts through strategic relationship management and value-driven engagement.
• Experience building relationships, presenting, and influencing senior-level decision makers across multiple functions

Preferred qualifications for this role include:

• Experience with consulting and providing strategic guidance related to social media and social media tools is a plus.
• Experience working with tools such as G-Suite, Salesforce & Tableau

How you'll grow

Within 1 month, you'll plant your roots, including:

• Complete Sprout Social's new hire training & onboarding program alongside other new Sprout team members. You'll gain a broader understanding of our products and how your role fits into the organization.
• Partner with your Customer Success leader to define key success metrics for your role and how you will measure against them.
• Begin developing familiarity with our business, platform, and applications, as well as our company's key metrics.
• Acclimate yourself with the day-to-day responsibilities of Sprout's Success Team by shadowing team members, listening to recorded customer calls, and working closely with our dedicated Enablement Manager.

Within 3 months, you'll…