Manager of Strategic Customer Success

About this role

• Sprout Social is looking to hire a Manager, Customer Success, Strategic for the Sales & Customer Experience team
• At Sprout Social, our Sales and Customer Experience team is the driving force behind how today’s most innovative brands use Sprout to power the future of customer connection. We sell and support the leading social intelligence platform for businesses, helping organizations unlock the full value of social data to drive strategic decisions. Through powerful social intelligence and trusted partnership, we enable teams to build authentic relationships and drive meaningful business impact
• In this role, you will collaborate with the brightest minds in the industry to support global giants like Salesforce, Airbnb, and Equifax. Just as importantly, we believe in the power of our people. You’ll find a culture that honors your ambition, encourages you to explore new horizons, and provides the framework for you to build a career that matters. If you’re ready to champion innovation and accelerate your impact, this is where you can do your best work
• As Manager, Customer Success, Strategic, you will lead a team of tenured Strategic Customer Success Managers overseeing a high value book of business. Your focus is bringing segment strategy to life with operational rigor, ensuring repeatable team execution, and driving retention and portfolio growth
• Lead & Develop Senior Talent: Direct and coach an experienced team of CSMs through 1:1s, call reviews, and account planning. Build individualized growth paths, clear operational roadblocks, and set clear performance expectations
• Drive Operational Rigor & Execution: Translate segment strategy into clear priorities. Establish and refine team operating standards—including Mutual Success Plans, Quarterly Business Reviews (QBRs), account health scoring, and CRM discipline - to ensure consistent performance across the portfolio
• Own Retention, Risk, & Expansion: Deliver on team retention and quota targets. Pressure-test...