Customer Success Manager, Key Accounts

Sprout Social is looking to hire a Customer Success Manager, Key Accounts for the Sales & Customer Experience team. This role is critical in driving customer satisfaction, retention, and growth within strategic accounts by building relationships and ensuring successful platform adoption.

Responsibilities:

• Build and maintain strong, long-term relationships with key stakeholders at Enterprise accounts, including C-level executives, marketing directors, social media managers, and agency partners
• Proactively identify and understand customer needs and challenges through Mutual Success Plans
• Conduct Executive Business Reviews with customers to assess platform usage, identify areas for improvement, and discuss strategic goals
• Partner with the Onboarding and Professional Services teams to ensure new customers are ramped up and fully understand how best to maximize Sprout based on their individual needs and preferences
• Monitor customer platform usage and proactively identify areas for improvement in adoption and utilization
• Provide guidance and best practices to help customers maximize the value of the Sprout Social platform
• Work closely with Product and Engineering teams to provide customer feedback and influence product roadmap decisions
• Identify and mitigate potential customer churn risks
• Drive customer expansion opportunities by identifying and qualifying upsell and cross-sell opportunities
• Ensure high customer satisfaction scores and proactively address any customer concerns or issues
• Strategically partner with the Renewals team in defending and growing revenue through positive renewal outcomes
• Track key customer success metrics, such as customer satisfaction, platform usage, and ROI
• Generate regular reports on customer health and performance
• Leverage data to identify trends and make data-driven decisions to improve customer outcomes

Requirements:

• 4+ years of experience in Customer Success in B2B SaaS/Software, including 2+ years managing an Enterprise book of business
• Demonstrated success in retaining, renewing, and expanding Enterprise-level accounts through strategic relationship management and value-driven engagement
• Experience building relationships, presenting, and influencing senior-level decision makers across multiple functions
• Experience with consulting and providing strategic guidance related to social media and social media tools is a plus
• Experience working with tools such as G-Suite, Salesforce & Tableau