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What you'd actually do: Lead a team of strategic customer success managers, coaching them on retention, renewals and expansion, and step in on executive escalations for large social media software customers.
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Sprout Social is looking to hire a
for the 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.
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.
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.
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.
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.
Directly engage with customer executives to reinforce value, support strategic renewals, and articulate social intelligence ROI for C-level audiences.
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.
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.
Track and report key metrics across retention, growth, adoption, and health scores to diagnose portfolio trends and optimize resource allocation.
The ideal candidate is an experienced people leader who thrives on operational discipline and is energized by complex, high-stakes customer relationships. You bring strong business acumen, sound judgment under pressure, and a genuine enthusiasm for the work—staying motivated and forward-looking through ambiguity and difficult stretches, and bringing your team with you.
6+ years in Customer Success or account management, with direct experience owning a strategic or enterprise book of business.
1+ years of experience leading client-facing teams, with a track record of coaching, performance management, and developing high-tenured individual contributors serving matrixed enterprise clients.
Proven success driving retention and growth targets, paired with strong business acumen across renewals, negotiations, process refinement, and project management.
Exceptional communication and negotiation skills, with the ability to influence key stakeholders and maintain sound judgment under pressure.
Hands-on experience applying generative AI tools (e.g., for research, account prep, communication) to optimize personal and team productivity.
Ability to travel for customer on-sites within the U.S. 4+ times per year.
Experience in SaaS/subscription business models, with fluency in tools like Salesforce, Gainsight, Tableau, or similar CRM/BI platforms.
Experience coaching CSMs on C-suite presentations and value-based ROI selling.
Previous experience in direct account management or sales roles.
Within 1 month, you’ll plant your roots, including:
Within 3 months, you’ll start hitting your stride by:
Within 6 months, you’ll be making a clear impact through:
Within 12 months, you’ll make this role your own by:
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.
We’re proud to regularly be recognized for our team, product, and culture. We invest in our team with a comprehensive, competitive benefits program:
Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
100% employer-paid Life and Disability insurance for your peace of mind.
A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
Up to 16 weeks of paid leave for new parents to support you in expanding your family.
A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
Access to pre-tax commuter benefits, subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support through Your Money Line.
*This list is for informational purposes only. Benefit offerings are discretionary and subject to change and do not constitute a contract or guarantee of benefits.
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 drop-down 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.
Our salary ranges reflect the expected earning potential for this role. Individual pay is based on geographic zone, relevant experience, and skills.
Our current hiring range for this role: $145,600.00 – $200,200.00 OTE 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. Offers are made within this range, with opportunities to grow within the broader band based on performance and impact.
We share both our current hiring range and our broader geographic salary bands to provide transparency into our compensation philosophy. This ensures you understand not only your starting potential but also the long-term growth potential available as you progress in your role.
We have two geographic pay zones in the United States:
: $160,200.00– $240,200.00
: $145,600.00 – $218,400.00
These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent, and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our 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
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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)
and (2)
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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.
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