Sprout Social is seeking a customer-obsessed and data-driven customer marketer to join our team. Our marketing team has helped us reach 30,000 customers worldwide including the Chicago Bulls, Sony Electronics, Indiana University, Make-A-Wish Foundation, Edelman, and Subaru. These businesses rely on Sprout to create stronger relationships with their customers through social media.
As the Customer Marketing Manager responsible for engagement, you will lead our customer marketing efforts to drive customer and new user onboarding, support customer adoption and engagement campaigns and uncover new ways to engage and nurture our customer base's understanding of our product.
We're looking for a proven customer marketer with the ability to develop and execute successful customer engagement programs that directly impact customer adoption, retention and lifetime value. The ideal candidate should be familiar with the SaaS customer journey, with experience developing onboarding programs and experiences that help more customers understand and engage with key product features early in their life cycle. With a focus on the customer onboarding program and marketing plays focused on customer stages, the right candidate will identify and work on expanding our customer marketing efforts to engage further customer stages that drive retention, engagement, expansion and advocacy.
You will:

• Own, execute and evolve Sprout Social's many customer onboarding efforts, including email, content and program strategy
• Collaborate with customer success, product and growth marketing to optimize how we engage customers across the lifecycle including: onboarding, renewals and referrals
• Collaborate across the customer marketing team to drive effective onboarding experiences through customer resources like education, community and knowledge base
• Work closely with fellow customer marketers, product marketing and content providers to build content strategy and customer engagement programs, educating on product adoption and driving customer sophistication
• Drive customer engagement campaign strategy and execution, such as recognition, gifting and customer milestone campaigns
• Collaborate with customer success, growth marketing, product marketing and lifecycle marketing to expand customer stage strategies, messaging and channels

Qualifications

• 4+ years experience in marketing, with a focus on customer marketing and customer engagement.
• Demonstrated success in driving customer retention and engagement outcomes; experience with SaaS customer onboarding a plus
• Experience in executing on and analyzing Voice of the Customer (VoC) research like customer interviews, surveys, user research and more
• Ability to collaborate cross-functionally with both marketing teams and sales, success and product partners

Additionally, these are the preferred qualifications that would indicate a particularly strong candidate:

• Experience with a subscription-based B2B SaaS business.
• Strong marketing analytics capabilities with a track record of driving proven results
• A creative and innovative mindset, comfortable acting with purpose and conviction in the face of ambiguity

Within 1 Month, you will:

• Complete Sprout's New Hire training program alongside other new Sprout team members and understand the value that Sprout delivers to our customers.
• Meet with members of the marketing team in 1:1s to understand the customer marketing team, the customer journey and team responsibilities
• Get to know your peers and key stakeholders across Revenue Marketing, Product Marketing, Brand Creative, Product, Growth, Sales and Customer Success to understand current working relationships
• Familiarize yourself with Marketing and Brand Creative process and rituals (i.e. how we get work done), learn our Agile framework and understand how to effectively plan for work to get done.
• Develop a firm understanding of Sprout's existing 1:many onboarding experience
• Start participating in weekly stand-ups, team meetings and marketing and onboarding rituals

Within 3 Months, you will:

• Familiarize yourself with Sprout's product strategy and development lifecycle, our release/launch process, marketing campaign framework and more.
• Run the day to day of Sprout's 1:many onboarding experience
• Propose and begin execution on updates to the self-guided onboarding experience
• Align metrics, strategy and project roadmap with other onboarding stakeholders, including: customer success, growth marketing and product growth

Within 6 months, you will:

• Interact day-to-day with internal teams including product management, marketing, sales, creative, account management, support and others to extract insights and uncover new opportunities for expansion of onboarding beyond new customers
• Continue to develop strong relationships across the relevant partners responsible for onboarding and customer engagement strategies
• Propose and begin designing + building customer engagement programs beyond the onboarding experience, such as customer engagement, retention and milestone programs

Within 12 months, you will:

• Collaborate effectively with cross-functional teams across the business.
• Build quarterly and annual strategies for innovation within our existing onboarding experiential programs and opportunities for expanding our reach through engagement and retention tactics
• Be effectively prioritizing efforts and levers to make the most impact to customer retention and engagement marketing
• Surprise us! Use your unique ideas and abilities to change Sprout in beneficial ways that we haven't even considered yet

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.
About Sprout Social Sprout Social powers open communication between individuals, brands and communities through elegant, sophisticated software. We are relentless about solving hard problems for our customers and committed to both customer and team success. Our team's shared belief in Sprout's mission promotes a culture of openness, empowerment and fun.
We're proud to regularly be recognized for our team, product and culture. Our benefits program includes:

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment-your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient and state-of-the-art offices in Chicago's Loop and downtown Seattle, for those who prefer an office setting

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. For those that prefer an office setting, this role may be based in our Chicago or Seattle locations. If you prefer to work from your home, we can accommodate that for many locations across the United States. We are not set up in all states, however, so please take a look at the drop down box in our application to see whether your state is listed.
Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate based on identity - race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Learn more about our commitment to diversity, equity and inclusion in our 2021 DEI Report .
If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency Statement .
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