Own the relationship with Sprout Customers post-sale
End to end project delivery for enterprise customer engagements in North America
Act as the single point of contact for customer stakeholders
Develop and execute Success Plans
Drive adoption, change management and ROI realisation
Manage risks and escalations proactively
Ensuring positive NPS score with your customers
Identify expansion and up-sell opportunities
Create and localise processes
Create customer-facing collateral, onboarding templates, and training documentation.
Be an active voice of the customer

A proven track record of successfully delivering complex software projects
Experience serving enterprise customers
Strong commercial awareness
Excellent stakeholder management and executive presence
Hands-on project management skills
Confident communication
Ability to work independently in an emerging-market
Nice to Haves:
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.

Customer Success Manager

Key skills