Manager, Customer Success, Mid Market

| Remote
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Sprout Social is seeking a talented Customer Success leader to oversee a team of Customer Success Managers. The Manager of Customer Success will contribute to the development of a world-class Customer Success team that ensures our customers achieve desired outcomes through the adoption of Sprout Social’s software. The Manager will lead this team across a portfolio of assigned accounts and be responsible for achieving churn quotas, hiring and developing, directly engaging with customers, and collaborating with other teams across Sprout Social.

The ideal candidate has a strong background in sales and customer relations/account management. You are highly motivated, possess outstanding communication skills and are willing to work in a fast-paced, dynamic and growing environment. You are passionate about problem solving, and actively seek out ways to drive continuous improvement. The Manager of Customer Success draws on their experience when coaching direct reports, analyzing data, evaluating workflow processes and working with various operational tool sets. 

As the Manager of Customer Success, you are part of our Customer Success organization that is focused on cultivating strong relationships and loyalty with more than 20,000 brands around the world including Tuft & Needle, Chicago Bulls, Subaru and Edelman. These businesses rely on Sprout to create long-lasting connections with their customers through social media. 

The Experience

  • Demonstrated experience working in a SaaS environment.
  • Background of post-sale experience with consistent track record of exceeding retention/churn quotas.
  • Proven track record of leading customer-facing teams.
  • Ability to manage influence through persuasion, negotiation, and consensus building.
  • Strong empathy for customers.
  • Deep understanding of value drivers in recurring revenue business models.
  • Demonstrated desire for continuous learning and improvement.
  • Enthusiastic and creative leader with the ability to inspire others.
  • Excellent communication and presentation skills.

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 Head of Customer Success to define key success metrics for your role and how you will measure against them.
  • Meet your team in 1:1s to understand each individual’s current challenges and areas of opportunity.
  • Educate yourself on the current team structure, goals and overall strengths/weaknesses.

Within 3 months, you will…

  • Meet with leaders throughout the Sales & Customer Success organization that share responsibility for obtaining similar targets and identify areas of opportunity.
  • Establish a strong understanding of sales enablement, create/analyze team reports, and identify coaching opportunities.
  • Create an early concept of a future plan for your team and begin prioritizing.
  • Begin coaching and mentoring your team with call shadowing and role plays to help them improve, both professionally and personally.

Within 6 months, you will…

  • Meet agreed-upon goals and targets relating to net revenue retention and team productivity.
  • Measure initial process improvements and make adjustments where appropriate.
  • Have built strong cross departmental relationships.
  • Demonstrate personal leadership perspective and share learnings and best practices across the organization.
  • Continue to develop your team, both personally and professionally.
  • Become a Sprout Social and social media expert to confidently speak to ever-changing industry trends and product vision to help our customers identify their needs and accomplish their goals.

Within 12 months, you will…

  • Consistently meet and exceed quarterly net revenue retention targets.
  • Obtain (solicited and unsolicited) and act upon peer, customer, and leadership feedback.
  • Be recognized as a subject matter expert and leader at Sprout.
  • Establish and begin executing against long term plan for your team.
  • Promote members on your team and begin creating bench of new talent.

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.

Minimum job requirements

  • Experience managing a Customer Success team, or background in demonstrating outstanding leadership within a customer-facing role
  • Demonstrated track record of success in a customer-facing role

Sprout Social offers deep social media listening and analytics, social management, customer care, and advocacy solutions to more than 20,000 brands and agencies worldwide. We are relentless about solving hard problems for our customers and building elegant, sophisticated software. Founded in 2010 and headquartered in Chicago, we are a team of 600 people located across more than 25 cities worldwide. In addition to our headquarters in Chicago, Sprout has offices in Seattle and Dublin.

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 [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

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.

When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law. 

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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 stand up
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
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
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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