Sprout Social is seeking a talented demand generation and lifecycle marketing leader to join our team. Our marketing team has helped us reach 25,000 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 Director, Lifecycle Marketing you will lead efforts to increase customer growth and expansion revenue, defining the strategy and executing on new ways to sustain, grow and diversify revenue from our customer base.

We’re looking for a proven demand generation marketer with the ability to develop and execute successful customer engagement programs that directly impact customer revenue and lifetime value. The ideal candidate should be familiar with structuring customer journeys using a range of engagement tools, including but not limited to email (both automated and scheduled), chat, and in app messaging. You will have a vision for the most effective and scalable ways to drive customer revenue, combined with a ‘test and learn’ mindset firmly anchored in data insights.

You will:

• Define, own, execute and evolve Sprout Social’s customer growth and expansion strategy, including key moments of growth opportunity.
• Design, build, test and optimize automated CRM programs, as well as one off campaigns, to drive cross sell and upsell opportunities.
• Increase customer ROI and lifetime value by optimizing communications and campaigns, leveraging testing, templates, audience segmentation, content, calls to action, timing and frequency.
• Work in lockstep with the Customer Marketing team to ensure effective Net Dollar Retention.
• Collaborate closely with the Product Marketing teams to understand customer behavior, turning insights into action to expand our customer revenue base.
• Work closely with the Marketing Analytics and Data Science teams to develop and refine an attribution model and an expansion model, and to understand the key drivers of effective customer growth.
• Develop and manage reporting - working with the Marketing Analytics team - to ensure the impact of your initiatives is understood and informs future strategy.
• Define, grow and lead the team responsible for customer revenue growth.

Qualifications

These are the minimum qualifications that our hiring team is looking for in this role:

• 6+ years experience in marketing, with a focus on lifecycle marketing and customer revenue marketing.
• Demonstrated leadership skills including mentoring, hiring, and coaching talent.
• Experience building and driving customer growth and expansion strategies.

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 what’s working, what’s not, and gather learnings to implement into your role.
• Get to know your peers and key stakeholders across Revenue Marketing, Customer Marketing, Brand Creative, Product, Growth, Sales and Customer Success to understand current working relationships.
• Develop a firm understanding of Sprout’s brand positioning, voice and key messages.
• Start participating in weekly stand-ups and team meetings.
  

Within 3 Months, you will:

• Meet with leaders throughout the marketing and sales organizations and identify areas of opportunity.
• 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.
• Familiarize yourself with Sprout’s product strategy and development lifecycle, our release/launch process, marketing campaign framework and more.
• Begin managing customer growth and expansion goal setting and pipeline reporting and participating in customer pipeline meetings.
• Begin developing the strategy for customer growth and expansion.
  

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 spot opportunities.
• Continue to develop strong relationships across Revenue Marketing and Customer Marketing and better understand the full customer lifecycle and key moments of growth opportunity.
• Begin designing, building, testing and optimizing automated programs and messaging, as well as bespoke campaigns, to drive cross sell and upsell opportunities.
• Continue to develop your team.

Within 12 months, you will:

• Collaborate effectively with cross-functional teams across the business.
• Be effectively prioritizing efforts and levers to make the most impact to customer growth and expansion marketing
• Be leading, expanding, and developing a world class lifecycle marketing function
• Be comfortable and proactive about working with the rest of the Revenue Marketing, Customer Marketing and Growth teams to push the creativity of our expansion and growth strategy and programs.
• 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 2020 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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