Customer Success Manager

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Location: US

Working Pattern: Fully Remote

Help us define the future of Sprout in the US.

As our first US-based Customer Success Manager, you will be the heartbeat of our North American operations. We are looking for a relentless advocate for our insurance customers - someone who can drive momentum, manage complex implementations, and turn business problems into success stories. You will be responsible for protecting and growing ARR while establishing Sprout as a trusted name in the US.

Beyond the day-to-day, this is a chance to leave your mark: you’ll help localise our playbook, pave the way for future hires, and directly influence our product roadmap with real-world market feedback.

• Own the relationship with Sprout Customers post-sale - your success will be contingent on the on-time delivery and successful ROI realisation of Sprout’s US deliveries.
• End to end project delivery for enterprise customer engagements in North America - through onboarding, implementation, adoption and optimisation.
• Act as the single point of contact for customer stakeholders - build trust with C-suite, operations, technical teams, and business teams.
• Develop and execute Success Plans that map product value to measurable business outcomes (KPIs, timelines, adoption milestones).
• Drive adoption, change management and ROI realisation - run regular business reviews and executive update sessions.
• Manage risks and escalations proactively - ensure on-time, on-budget delivery while protecting gross margin.
• Customer Satisfaction - ensure positive NPS score with your customers and work in coordination with Account Execs to secure customer contract renewals.
• Identify expansion and up-sell opportunities - coordinate with Account Execs to convert expansion motions.
• Create and localise processes - partner closely with Sales, Solutions Engineering, Product, and CS to standardise playbooks and improve processes for North America.
• Create customer-facing collateral, onboarding templates, and training documentation.
• Be an active voice of the customer - regular feedback loops to Product and leadership that influence the roadmap.

• A proven track record of successfully delivering complex software projects - can draw on previous experience delivering complex software products, navigating complex matrixes of stakeholders and technical requirements while maintaining a high-standard of delivery.
• Experience serving enterprise customers - able to navigate sophisticated organisations, gain buy-in from stakeholders, drive adoption, and deliver measurable outcomes.
• Strong commercial awareness - experience protecting renewals and driving expansion / upsell motions.
• Excellent stakeholder management and executive presence - ability to influence at C-level.
• Hands-on project management skills — planning, resourcing, change control, risk mitigation.
• Confident communication - should be able to engage with customers in meetings, write effective documentation, and written correspondence.
• Ability to work independently in an emerging-market - comfortable making high-impact decisions with limited playbooks and in-time zone support.

• Experience working as a Business Analyst or in a Technical role.
• Knowledge and understanding of the Insurance sector, and the key pain points experienced by Claims teams.
• Experience building AI products
• Track record of building processes and localising global playbooks for a region.
• Some people-management experience or experience mentoring junior EMs / implementation consultants.
  
  Business level Spanish

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