Manager, Customer Success, Strategic
New
S
Sprout SocialSaaS, Social Intelligence
Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed.Full-TimeManager
Salary$145,600.00 – $200,200.00 OTE annually. Zone 1 (NY, CA, WA): $160,200 – $240,200; Zone 2 (Other US): $145,600 – $218,400.
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Job Details
- Experience
- 6+ years in Customer Success or account management; 1+ years of experience leading client-facing teams
- Required Skills
- SalesforceTableauNegotiationCustomer SuccessSaaSGenerative AIAccount ManagementCRM
Requirements
- 6+ years in Customer Success or account management, with experience owning a strategic or enterprise book of business.
- 1+ years of experience leading client-facing teams, with a track record of coaching and performance management.
- Proven success driving retention and growth targets, including renewals, negotiations, and process refinement.
- Exceptional communication and negotiation skills with the ability to influence C-level stakeholders.
- Hands-on experience applying generative AI tools for research, account prep, and communication.
- Ability to travel for customer on-sites within the U.S. 4+ times per year.
- Strong business acumen with the ability to navigate complex, high-stakes customer relationships.
- Experience in SaaS/subscription business models (preferred).
- Fluency in tools like Salesforce, Gainsight, Tableau, or similar CRM/BI platforms (preferred).
- Experience coaching CSMs on C-suite presentations and value-based ROI selling (preferred).
Responsibilities
- Lead and develop a team of tenured Strategic Customer Success Managers through 1:1s, call reviews, and account planning.
- Establish and refine team operating standards, including Mutual Success Plans, QBRs, account health scoring, and CRM discipline.
- Deliver on team retention and quota targets, pressure-test expansion pipelines, and lead structured save plans.
- Engage directly with customer executives to reinforce value, support strategic renewals, and articulate ROI.
- Incorporate generative AI into workflows to streamline research, account preparation, and communication.
- Partner with Sales, Renewals, Onboarding, and Product teams to resolve technical hurdles and advocate for customer needs.
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