Sprout Social is looking for an ambitious, experienced and tech savvy Customer Success Manager to own the business relationship for a large portfolio of Sprout’s customers. Sprout Social is used by over 30,000 brands worldwide including Harrods, IHG, River Island, Stoneacre Motor Group, and University of Leeds. These businesses rely on Sprout to create stronger relationships with their customers through social media.

As a Customer Success Manager at Sprout Social, you are part of a Customer Success team that is focused on cultivating strong relationships and loyalty with our customers. Our team prides ourselves on being the primary point of contact for all of our customers and are dedicated to providing personalized experience to each and every customer.

The ideal candidate is passionate about customer success and excited to understand what makes customers successful. You are excited about driving value for customers and committed to driving product adoption, providing strategic guidance and inspiring customer loyalty. You pride yourself on being organized and detail oriented.

We’re looking for someone who has managed direct relationships with customers, preferably at least 50+ at one time. You should possess the ability to uncover customer challenges and make recommendations to help customers achieve their goals. The ideal candidate will demonstrate technical aptitude and can identify areas of opportunity within the existing platform. If you’re passionate about providing an exemplary customer experience and are a team player, we’d love to hear from you!

Qualifications

These are the minimum qualifications that our hiring team is looking for in this role:

2+ years of experience managing client relationships in the technology industry

Experience with https://www.salesforce.com

Additionally, the ideal candidate will have experience in the following areas:

Customer facing experience within the SaaS/Software industry

Within 1 Month, you will…

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 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 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 will…

Receive your dedicated book of business and begin familiarizing yourself with your customer base.

Establish relationships with customer-facing departments across the organization.

Direct customers to Sprout resources such as product guides, webinars, and customer support to encourage product adoption.

Respond to high-impact customer issues in a fashion that inspires continued customer loyalty.

Actively handle inbound requests and account related questions.

Within 6 months, you will…

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 to-date performance with your manager, identify areas of improvement and establish a plan for career development.

Become a Sprout Social and Social Media expert to confidently speak to ever-changing trends, new product features and platform enhancements to help our clients realize their full potential and accomplish their goals

Within 12 months, you will…

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.

Recruiter: Rejoice Folashade

Email: rejoice.folashade@sproutsocial.com

$70,000 — $120,000/year