Manager, Customer Success, Strategic

The posting, as Sprout General Referrals wrote it

Description

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

Why join Sprout’s Sales & Customer Experience team?

At Sprout Social, our Sales and Customer Experience team is the driving force behind how today’s most innovative brands use Sprout to power the future of customer connection. We sell and support the leading social intelligence platform for businesses, helping organizations unlock the full value of social data to drive strategic decisions. Through powerful social intelligence and trusted partnership, we enable teams to build authentic relationships and drive meaningful business impact.

In this role, you will collaborate with the brightest minds in the industry to support global giants like Salesforce, Airbnb, and Equifax. Just as importantly, we believe in the power of our people. You’ll find a culture that honors your ambition, encourages you to explore new horizons, and provides the framework for you to build a career that matters. If you’re ready to champion innovation and accelerate your impact, this is where you can do your best work.

What You'll Do

As Manager, Customer Success, Strategic, you will lead a team of tenured Strategic Customer Success Managers overseeing a high value book of business. Your focus is bringing segment strategy to life with operational rigor, ensuring repeatable team execution, and driving retention and portfolio growth.

• Lead & Develop Senior Talent: Direct and coach an experienced team of CSMs through 1:1s, call reviews, and account planning. Build individualized growth paths, clear operational roadblocks, and set clear performance expectations.
• Drive Operational Rigor & Execution: Translate segment strategy into clear priorities. Establish and refine team operating standards—including Mutual Success Plans, Quarterly Business Reviews (QBRs), account health scoring, and CRM discipline - to ensure consistent performance across the portfolio.
• Own Retention, Risk, & Expansion: Deliver on team retention and quota targets. Pressure-test expansion pipelines, coach opportunity qualification, establish early risk-detection mechanisms, and lead structured save plans for escalating accounts.
• Serve as an Executive Escalation Point: Directly engage with customer executives to reinforce value, support strategic renewals, and articulate social intelligence ROI for C-level audiences.
• Champion AI Innovation: Incorporate generative AI into your workflow and guide the team in using AI tools to streamline research, account prep, and communication without losing strategic oversight.
• Lead Through Change & Cross-Functional Alignment: Guide the team through evolving go-to-market motions with clarity. Partner with Sales, Renewals, Onboarding, and Product to unblock technical hurdles and advocate for customer needs internally.
• Monitor & Report Performance: Track and report key metrics across retention, growth, adoption, and health scor

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ur ranges and existing employee compensation as needed.

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 accommodations@sproutsocial.com. Include the nature of your request and your preferred contact information. We'll 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 Social's Affirmative Action Statement .

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law.

Sprout Social Inc. and its subsidiaries process personal data submitted through your application to assess your qualifications for employment and to inform our hiring decision and, where applicable, for required governmental reporting. For more information, please review Sprout's Global Applicant Privacy Notice .