Customer Success Manager, Major

Description

Sprout Social is looking to hire a Customer Success Manager Major to join the Sales & Success Team.

Why join Sprouts Sales & Success team

Joining the Sales and Success team is an opportunity to accelerate your career. Were a winning team selling and supporting the leading social media management platform for businesses. Not only do you get to work alongside some of the sharpest minds in the industry you also get to work with some of the biggest brands in the world including DoorDash General Mills Trello Makeawish Foundation Edelman and Blue Cross Blue Shield. And the real kicker You get to design your own career and follow the path thats best for you. Wherever you want to go were committed to helping you get there.

What youll do

This role is responsible for managing the business relationships of apporoximately 85 Sprout customers belonging to the Major CSM segment. The Major CSM team comprises well established brands in our enterprise department. Major CSMs act as the primary point of contact to their portfolio of customers with the objectives of driving product adoption providing strategic guidance and identifying both risk & expansion indicators. Major CSMs shine with their consultative approach to educating and supporting their customers and are well skilled in defending revenue for the business. In partnership with Sprouts Account Executives & Renewal Managers CSMs act on their insights to mitigate churn & grow each of their accounts.

What youll bring

The ideal candidate is passionate about partnering with customers to drive them towards successful business outcomes through their use of Sprout. This candidate will be committed to advising on product functionality inspiring customer loyalty and coordinating with Sprouts Renewal Managers & Growth Account Executives to retain & expand accounts. This candidate will bring a high level of organization and detail orientation to the table. This candidate will pride themselves on being collaborative in nature with an eagerness to share best practices and learning moments with their team members.

The minimum qualifications for this role include:

• 2 years of experience in Customer Success in B2B SaaS/Software
• 4 years of customer facing experience (preferably managing 50 customer relationships at one time)
• Proven success building relationships presenting and/or selling to 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
• Experience using or similar CRM
• Excellent communication interpersonal and writing skills

How youll grow

Within 1 month youll plant your roots including:

• Complete Sprout Socials new hire training & onboarding program alongside other new Sprout team members. Youll gain a broader understanding of our products and how your role fits into the organization.
• Partner with the Manager of Customer Success 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 companys key metrics.
• Acclimate yourself with the day to day responsibilities of Sprouts Success Team by shadowing team members listening to recorded customer calls and working closely with our dedicated Enablement Manager.

Within 3 months youll start hitting your stride by:

• Receive your dedicated book of business and begin familiarizing yourself with your customer base.
• Establish relationships with customerfacing departments across the organization.
• Direct customers to Sprout resources such as product guides webinars and customer support to encourage product adoption.
• Respond to highimpact customer issues in a fashion that inspires continued customer loyalty.
• Actively handle inbound requests and account related questions.

Within 6 months youll be making a clear impact through:

• Maintain product expertise across our platform to serve as the ultimate trusted advisor.
• Partner with colleagues across departments to address customer feedback and communicate accordingly.
• Review todate performance with your manager identify areas of improvement and establish a plan for career development.

Within 12 months youll make this role your own by:

• Propose and execute independent projects benefiting the whole of Customer Success or Sprout as an organization.
• Identify individual strengths and how to apply them effectively for continued success.

Of course what is outlined above is the ideal timeline but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

Were proud to regularly be recognized for our team product and culture. Our benefits program includes:

• 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
• Highquality and wellmaintained equipmentyour computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental wellbeing of our team
• Ongoing education and development opportunities via our program and employeeled 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 stateoftheart offices in Chicagos Loop and downtown Seattle for those who prefer an office setting

Whenever possible Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However we are not set up in all states so please look at the dropdown box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office it will be evident in the job listing and your offer letter.

In the United States we have two geographic pay zones. This roles On Target Earnings (OTE) for new hires in each zone are:

• Zone 1 (New York California Washington): $81400 (min) $101800 (mid) $111980 (max) USD annually
• Zone 2 (All other US states): $74000 (min) $92500 (mid) $101750 (max) USD annually

OTE is governed by an incentive plan. It is the sum of a fixed base salary plus incentives at target performance. Incentive compensation will vary based on performance.

The listed ranges represent the expected earning potential in this position. Starting salaries for wellqualified new hires are typically around the midpoint of the range. These ranges were determined by a marketbased compensation approach; we used data from trusted thirdparty compensation sources to set equitable consistent and competitive ranges. We also evaluate compensation biannually identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

OTE is only one element of an employees total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprouts equity plan. Employees (and their dependents) are covered by medical dental vision basic life accidental death and dismemberment insurance and Modern Health (a wellness benefit). Employees are able to enroll in Sprouts companys 401k plan in which Sprout will match 50% of your contributions up to 6% with a maximum contribution. Sprout offers Flexible Paid Time Off and ten paid holidays. We have outlined the various components to an employees full compensation package here to help you to understand our total rewards package.

Sprout Social is proud to be an Equal Opportunity Employer. We do not discriminate based on identity race color religion national origin or ancestry sex (including sexual identity) age physical or mental disability pregnancy veteran or military status unfavorable discharge from military service genetic information sexual orientation marital status order of protection status citizenship status arrest record or expunged or sealed convictions or any other legally recognized protected basis under federal state or local law. Because Sprout Social is a federal contractor we affirmatively recruit individuals with a disability and protected veterans. Learn more about our commitment to diversity equity and inclusion in our latest DEI Report.

If you require a reasonable accommodation for any part of the interview process or to submit your application please email us at Include the nature of your request and your preferred contact information. Well do everything we can to support your success during our recruitment process while upholding your privacy. Please note that only inquiries regarding accommodations will receive a response from this email address; other inquiries will not be addressed (e.g. you send your resume but are not requesting an accommodation).

For more information about our commitment to equal employment opportunity please click here (1) Equal Opportunity Employment Poster and (2) Sprout Socials Affirmative Action Statement.

When you apply for employment with Sprout Social we will process your job applicant data including your employment and education history transcript writing samples and references as necessary to consider your job application for open positions. Your personal data will be shared with Greenhouse Software Inc. and Crosschq Inc. cloud services providers located in the United States of America and engaged by Sprout Social to help manage its recruitment and hiring process on Controllers behalf. Accordingly if you are located outside of the United States by clicking Submit Application on this site you consent to the transfer of your personal data to the United States. For more information about our privacy practices please visit our . California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.

Additionally Sprout Social participates in the EVerify program in certain locations as required by law.

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