Customer Success Manager, Key Accounts

New

Sprout SocialSocial Media SaaS

Remote CanadaFull-TimeMiddle

SalaryCA$112,000 – CA$140,000 OTE annually. The full OTE range for this role is CA$112,000– CA$168,000.

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Job Details

Experience: 4+ years in Customer Success, Account Management, or Sales in B2B SaaS, including 2+ years managing an Enterprise book of business.
Required Skills: SalesforceTableauCustomer SuccessGenerative AIAccount Management

4+ years of professional experience in Customer Success, Account Management, or Sales within a B2B SaaS environment.
2+ years of specific experience managing an Enterprise book of business.
Demonstrated track record of retaining, renewing, and expanding Enterprise accounts.
Strong ability to present to, influence, and build relationships with senior decision-makers.
Proven commercial mindset with experience qualifying leads and navigating objections.
Familiarity with generative AI platforms (e.g., Claude, Gemini) and their integration into professional workflows.
Experience advising on social media strategy or tools is preferred.
Experience working with or managing agency partners is a plus.
Familiarity with G-Suite, Salesforce, Gainsight, and Tableau is preferred.

Manage a book of ~60 Enterprise accounts, focusing on relationship building, adoption, and revenue growth.
Engage with C-level executives, marketing directors, social media managers, and agency partners.
Identify upsell and cross-sell opportunities and manage account renewals.
Conduct Mutual Success Plan reviews, monthly syncs, and Executive Business Reviews.
Coordinate with Onboarding and Professional Services to drive product adoption and training.
Monitor account health and proactively resolve churn risks.
Utilize generative AI tools like Claude and Gemini for efficient workflow management.
Track KPIs and report on account performance and ROI.

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