Manager, Customer Success, Strategic

Sprout Social
United States
Workplace: RemoteFull timeUSD 145,600 - 200,200 annuallyFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Communication","Negotiation","Coaching","Strategic planning","Stakeholder management"]

Lead a team of Strategic Customer Success Managers supporting a high-value enterprise book. Bring segment strategy to life through repeatable operating standards, Mutual Success Plans, QBRs, account health scoring, and CRM discipline. Own retention, risk management, and expansion pipelines, serving as an executive escalation point for C-level renewals and ROI storytelling. Coach teams on generative AI workflows and partner cross-functionally to unblock technical hurdles.

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Sprout Social
Sprout Social
15 hours ago

Manager, Customer Success, Strategic

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Job Summary

Lead a team of Strategic Customer Success Managers supporting a high-value enterprise book. Bring segment strategy to life through repeatable operating standards, Mutual Success Plans, QBRs, account health scoring, and CRM discipline. Own retention, risk management, and expansion pipelines, serving as an executive escalation point for C-level renewals and ROI storytelling. Coach teams on generative AI workflows and partner cross-functionally to unblock technical hurdles.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Direct and coach a team of Strategic Customer Success Managers through 1:1s, call reviews, and account planning while setting performance expectations.
  • •Translate segment strategy into team priorities and operating standards, including Mutual Success Plans, QBRs, account health scoring, and CRM discipline.
  • •Own retention and quota targets by pressure-testing expansion pipelines, qualifying opportunities, detecting early risk, and leading structured save plans.
  • •Serve as an executive escalation point for customer executives, reinforcing value and articulating social intelligence ROI for C-level audiences.
  • •Incorporate generative AI into workflows, guide team adoption of AI tools, and align cross-functionally with Sales, Renewals, Onboarding, and Product to unblock issues.
Travel: Low travel

Pay and Benefits

Salary: USD 145,600 - 200,200 annually
Perks:Health InsuranceDentalVision401kLife InsuranceDisability InsurancePaid LeaveParental LeaveRemote Work

Key Requirements

  • •6+ years in Customer Success or account management, owning a strategic or enterprise book of business.
  • •1+ years leading client-facing teams, including coaching, performance management, and developing high-tenured CSMs.
  • •Proven success driving retention and growth targets across renewals, negotiations, and process/project refinement.
  • •Exceptional communication and negotiation skills to influence key stakeholders under pressure.
  • •Hands-on experience applying generative AI tools to improve research, account prep, and communication.
Experience:6+ years
Skills:CommunicationNegotiationCoachingStrategic planningStakeholder management
Languages:English
Tech Stack:SalesforceGainsightTableauCRMBIGenerative AI

Company Brief

Sprout Social
Provides a social media management platform that helps businesses manage engagement, publishing, analytics, and social customer care across channels to improve brand presence and customer relationships.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Chicago, United States
Founded: 2010
Glassdoor
Glassdoor: 3.9
WebsiteLinkedIn