Customer Success Manager, Key Accounts

Sprout Social provides a social media management and social intelligence platform that helps organizations build customer connections and drive business impact. The Customer Success Manager, Key Accounts will manage a portfolio of enterprise customers, driving adoption, retention, renewals, expansion, and strategic relationships while using data and generative AI tools to deliver customer value.

Responsibilities:

• Own a book of ~60 Enterprise accounts — building relationships, driving adoption, and growing revenue within some of our largest, most strategic customers. The Customer Success Manager, Key Accounts plays a critical role in driving value through Sprout’s Social Intelligence platform
• Build strong, lasting relationships with key stakeholders — C-level executives, marketing directors, social media managers, and agency partners
• Uncover new opportunities, qualify upsell and cross-sell leads, and confidently work through objections to expand accounts and defend revenue at renewal
• Lead Mutual Success Plan reviews, monthly syncs, Executive Business Reviews, and adoption sessions to track usage, surface risks, and align on strategic goals
• Partner with Onboarding and Professional Services to ramp new customers, and deliver ongoing training that keeps value visible throughout the client lifecycle
• Spot churn risks early, resolve them proactively, and keep satisfaction high across your book. Collaborate effectively with Renewal Managers
• Track account health and key metrics, and turn them into a clear, compelling ROI narrative for customers and internally
• Use generative AI tools like Claude and Gemini to speed up daily work — call prep, troubleshooting, drafting client messaging — so you can focus your time on the strategic parts of the job only you can own
• Consistently meet and exceed quota, managing your book against KPIs and your comp plan
• 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
• 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
• 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
• 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
• Master the Strategic Business Review and begin visiting customers in person to provide additional value

Requirements:

• 4-6+ years in Customer Success, Account Management, or Sales in B2B SaaS, including 2+ years managing an Enterprise book of business
• Strong preference for candidates with prior account management or sales experience — comfortable qualifying leads, uncovering opportunity, and navigating objections in commercial conversations
• Demonstrated success retaining, renewing, and expanding Enterprise accounts through strategic relationship management
• Experience building relationships with, presenting to, and influencing senior decision-makers
• Familiarity with generative AI platforms (e.g., Claude, Gemini) and comfort integrating them into daily operations — call prep, troubleshooting, messaging — to work more efficiently, while retaining full ownership and leadership of strategic client engagements
• Experience advising on social media strategy or tools
• Experience working with or managing agency partners is a plus
• Familiarity with G-Suite, Salesforce, Gainsight and Tableau