Customer Success Manager, Retention (Philippines)

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Sprout Social is looking for an ambitious, experienced and tech savvy Customer Success Manager to engage and retain a large portfolio of Sprout’s customers. The primary responsibility of this role is to reduce customer churn and increase customer lifetime value (LTV) by aligning Sprout’s value proposition with customer goals business objectives and managing the renewal process. This is a remote base position where you'll work from your home office in the Philippines during North American business hours.

The ideal candidate is passionate about customer success, naturally curious, problem solver, solutions oriented and feels comfortable navigating customer escalations through objection handling. You are excited about high volume interactions with customers and committed to driving the value of Sprout in every customer conversation. You are constantly seeking solutions through an empathic and customer centric approach that aligns Sprout’s value with achieving the customer’s desired outcomes and goals. You are efficient and process oriented in how you manage your tasks and time, while also leveraging tools such as Salesforce and Zendesk to track and record engagements. You have a strong understanding of SaaS renewal cycles and actively drive customers through successful renewals. You are goal oriented and bring creative ideas to the role in how to consistently achieve your monthly targets. You are a team player, who steps in to help others in need and collaborates with partners to drive success for the business.

As a Retention Specialist at Sprout Social, you are part of a Customer Success team that is focused on cultivating strong relationships and loyalty with more than 25,000 brands around the world including Sony Electronics, Make-a-wish Foundation, Subaru and Edelman. These businesses rely on Sprout to create long-lasting connections with their customers through social media.

Qualifications

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

  • Proven client relationship experience in the technology industry
  • Experience negotiating and navigating escalations with a customer centric and solutions oriented approach  
  • Written and verbal proficiency in English is required
  • Able to work North American hours

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

  • Able to to identify and align a customer’s goals and objectives with Sprout’s value, capabilities and solution 
  • Ability to organize and prioritize multiple tasks and customer engagements at once
  • Excellent communication skills, both written and verbal
  • In-depth knowledge of social media tools
  • Salesforce.com or other CRM experience is a plus

Within 1 Month, you will…

  • Complete Sprout Social’s new hire training & onboarding program alongside other new Sprout team members. You’ll gain a broader understanding of our products and how your role fits into the organization.
  • Partner with the Manager of Customer Success to define key success metrics for your role and how you will measure against them.
  • Begin developing familiarity with our business, platform, and applications, as well as our company’s key metrics.
  • Acclimate yourself with the day to day responsibilities of Sprout’s Success Team by shadowing team members through recorded calls and and working closely with your team counterparts. 

Within 3 Months, you will…

  • Preventing churn by engaging with customers and driving value through every interaction 
  • Establish relationships with customer-facing departments across the organization. 
  • Direct customers to Sprout resources such as product guides, webinars, and customer support to encourage product adoption.
  • Respond to high-impact customer issues in a fashion that inspires continued customer loyalty.
  • Actively handle inbound requests and account related questions.

Within 6 months, you will…

  • Maintain product expertise across our platform to serve as the ultimate trusted advisor.
  • Plan, schedule and manage customer interactions that mitigate risk and prevent customers from churning 
  • Partner with colleagues across departments to address customer feedback and communicate accordingly. 
  • Review to-date performance with your manager, identify areas of improvement and establish a plan for career development. 
  • Become a Sprout Social and Social Media expert to confidently speak to ever-changing trends, new product features and platform enhancements to help our clients realize their full potential and accomplish their goals

Within 12 months, you will…

  • Propose and execute new ideas benefiting the whole of Customer Success or Sprout as an organization. 
  • Identify individual strengths and how to apply them effectively for continued success.

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.

Team Sprout is a group of very talented, smart and passionate people with broad interests and backgrounds. We believe that true employee engagement cannot happen if you can’t bring your whole self to work, so we’re committed to building a diverse team, embracing an inclusive culture and investing in equity across our organization. That dedication is core to Sprout. We want all candidates, particularly those coming from traditionally underrepresented groups in the technology industry, to know they are welcome at Sprout.

We’re proud to regularly be recognized for software, product and company culture achievements. Our team’s shared belief in Sprout’s mission promotes a culture of openness, empowerment and fun. We have built a benefits program to match the strength of our team. This program includes:

  • Insurance and benefit options that are built for both individuals and families
  • Progressive benefit programs
  • High-quality and well-maintained equipment - your computer will never prevent you from doing your best
  • Growing corporate social responsibility program that is driven by the involvement and passion of our team members

Sprout Social is an equal opportunity employer. Anyone seeking employment here is considered without regards to 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. We value the things that make us different and want to see how you can make our team better!

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • MySQLDatabases
    • RedisDatabases
    • SalesforceCRM

Location

131 S Dearborn, 7th Floor, Chicago, IL 60603

An Insider's view of Sprout Social

What’s the vibe like in the office?

We are invited to bring our authentic selves to work. The result is a culture without pretense.

Aja Saunders

Receptionist Systems Specialist

What's the biggest problem your team is solving?

The Growth Activation squad is focused on the challenge of retaining trial users and converting them into subscribers. We find solutions by A/B testing our features, using data science for quantitative analysis, using user interviews for qualitative analysis and working with other teams at Sprout on Growth strategies.

Andrew Kos

Senior Software Engineer

How has your career grown since starting at the company?

When I first joined Sprout, I could count the entire Sales team on one hand. Since then, my career has taken a variety of paths, from training and enablement to assisting our Sales team from a strategic perspective as a Solutions Engineer. Thanks to a workplace environment that fosters growth, I’ve been able to advance my career at Sprout.

Jordan Balkin

Solutions Engineer, Sales & Success

How do you empower your team to be more creative?

Instead of turning down ideas that seem unattainable, we encourage our teams to think through how we can solve challenges in unique ways. By testing and experimenting, we create an environment that fosters innovation and promotes creative thinking.

Jamie Gilpin

CMO

What's something quirky about your company?

At the conclusion of our company wide Kickoff party, tubs of McDonalds cheeseburgers mysteriously appear and rain down on us like a blizzard in the Chicago winter. But a good blizzard.

Molly Jones

Senior Employee Experience Manager

What are Sprout Social Perks + Benefits

Sprout Social Benefits Overview

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 [email protected] 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

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
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