Manager, Customer Success, Strategic

The role

You will lead a team of tenured Strategic Customer Success Managers overseeing a high value book of business. You will drive retention and portfolio growth through operational rigor and segment strategy.

What you will do

• Direct and coach an experienced team of CSMs through 1:1s, call reviews, and account planning.
• Build individualized growth paths and set clear performance expectations.
• Translate segment strategy into clear priorities.
• Establish and refine team operating standards including Mutual Success Plans and QBRs.
• Deliver on team retention and quota targets.
• Pressure-test expansion pipelines and lead structured save plans for escalating accounts.
• Engage with customer executives to support strategic renewals and articulate ROI.
• Incorporate generative AI into workflow and guide the team in using AI tools.
• Partner with Sales, Renewals, Onboarding, and Product to unblock technical hurdles.
• Track and report key metrics across retention, growth, adoption, and health scores.

Required qualifications

• 6+ years in Customer Success or account management, with direct experience owning a strategic or enterprise book of business.
• 1+ years of experience leading client-facing teams.
• Track record of coaching, performance management, and developing high-tenured individual contributors.
• Proven success driving retention and growth targets.
• Strong business acumen across renewals, negotiations, process refinement, and project management.
• Exceptional communication and negotiation skills.
• Ability to influence key stakeholders and maintain sound judgment under pressure.
• Hands-on experience applying generative AI tools to optimize personal and team productivity.
• Ability to travel for customer on-sites within the U.S. 4+ times per year.

Nice to have

• Experience in SaaS/subscription business models
• Fluency in tools like Salesforce, Gainsight, Tableau, or similar CRM/BI platforms
• Experience coaching CSMs on C-suite presentations and value-based ROI selling
• Previous experience in direct account management or sales roles

Benefits

• Premium BCBSIL medical, dental, and vision insurance
• Full, free access to Modern Health for coaching, therapy sessions, and digital wellness resources
• 401(k) plan with a 50% company match on your first 6% of contributions
• 100% employer-paid Life and Disability insurance
• Flexible PTO policy and additional company-wide Rest & Recharge days
• Up to 16 weeks of paid parental leave
• $1,000 USD annual Lifestyle Spending Account
• One-time $550 USD home office stipend
• Monthly $50 USD internet stipend
• 16 hours of paid volunteer time annually and $100 annual match for charitable donations
• Pre-tax commuter benefits
• Subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support

About the company

Sprout Social sells and supports a leading social intelligence platform for businesses. The Sales and Customer Experience team helps organizations use social data to drive strategic decisions.