Manager, Customer Success, Strategic

Sprout Social is a social intelligence platform company that helps businesses use social data to make strategic decisions and build customer relationships. The Manager, Customer Success, Strategic will lead a team of Strategic Customer Success Managers, drive operational execution, and oversee retention and portfolio growth for high-value customers.

Responsibilities:

• 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
• 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
• Make a plan with your manager to set initial priorities, align on expectations for your role, plant goalposts for your career, and learn about Sprout’s approach to Customer Success
• Meet 1:1 with your team of CSMs and begin reviewing account portfolio health, Mutual Success Plans, and current forecast projections
• Shadow current QBRs, account planning sessions, and cross-functional syncs with Sales and Renewals partners to map key stakeholder workflows
• Build connections with members from other teams through active networking and community building
• Begin active strategic coaching in 1:1s—focusing on executive presentation, risk mitigation, and embedding AI-enabled workflows
• Have your first performance conversation with your manager, where you’ll discuss your accomplishments in your role and work together to build goals for your professional growth
• Consistently meet or exceed team retention targets
• Build individualized career development and stretch plans tailored to senior/tenured ICs on your team
• Synthesize customer and team feedback to influence cross-functional partners in Product, Professional Services, and GTM leadership
• Serve as a recognized mentor and internal advocate for cross-functional collaboration and strategic account excellence
• Surprise us! Use your unique ideas and abilities to change your team in beneficial ways that we haven’t even considered yet

Requirements:

• 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