Manager, Customer Success, Scale

| Remote
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Sprout Social is seeking a talented Customer Success leader to oversee a team of Scale Customer Success Managers based in the Philippines. The Manager of Scale will contribute to the development of a world-class team that ensures our customers achieve desired outcomes through the adoption of Sprout Social’s software. The Manager and their Customer Success Managers will own the success of new and existing accounts for Sprout Social, and will be responsible for achieving adoption targets for accounts, risk mitigation efforts, executing retention playbook, hiring and developing, directly engaging with customers, and collaborating with other teams across Sprout Social.  This is a remote-based position where you'll work from your home office in the Philippines, supporting North American business hours.

The ideal candidate has a strong background in customer relations, account management and has previous experience in a quota carrying role. Candidates must be highly motivated, possess outstanding written and verbal communication skills (in English) with strong process and organizational skills and be willing to work in a fast-paced, dynamic and growing environment. The Manager of Scale Success draws on their experience when coaching direct reports, analyzing data, evaluating workflow processes and working with various operational tool sets. 

As a Manager of Customer Success, you are part of our Customer Success organization 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:

  • Demonstrated experience working as people leader in a SaaS environment for at least 2+ years.
  • Experience building and leading high performing geographically distributed teams, including process definition, documentation, talent sourcing, development, while delivering excellence and driving accountability. 
  • Proven track record of consistently achieving business target and quotas. 

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

  • Background of post-sale experience with a consistent track record of driving success among customer base and achieving productivity goals
  • Deep understanding of value drivers in recurring revenue business models.
  • Ability to coach and support team in navigating customer escalations, drive consistent adoption behaviors across all customers and minimize a customer’s time to realise the value of Sprout’s solution. 

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 Director 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 success enablement, create/analyze team reports, and identify coaching opportunities.
  • Create an early concept of the future plan for Scale and begin prioritizing.
  • Begin coaching and mentoring team with call shadowing and role plays to help them improve, both professionally and personally.
  • Fully understand existing Scale processes and how each department (customer success, marketing, product, sales, and support) contributes. Identify areas of opportunity. 

Within 6 months you will…

  • Meet agreed-upon goals and targets relating to product adoption 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. Continue to hire on an as needed basis.
  • 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 product adoption 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.
  • Have tried, measured, and iterated upon multiple onboarding strategies.

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 [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

Candidates for this remote work opportunity must be based in the Philippines. If you are based in another location within APAC, we aren’t able to hire in your location at this time; however, if you’d like to stay in touch with us in case that changes in the future, please apply and we’ll save your application for possible future consideration.

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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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