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Customer Communications Manager

Remote US


Customer Communications Manager

At Sprout Social, our customers are at the heart of everything we do. DoorDash, General Mills, Trello, Make-a-wish Foundation, Edelman, and Blue Cross Blue Shield rely on Sprout’s platform to create stronger relationships with their customers through social media. Sprout’s Customer Marketing team has helped our 32,000 customers worldwide understand how to make the most out of their Sprout product experience.

In this role, you own programs to strengthen our relationship with Sprout’s customers throughout their journey – driving value discovery, helping reduce churn, and ultimately growing brand loyalty. You will partner with teammates to strategize, test, and build each piece of the digital customer journey, including onboarding, newsletters, renewal emails, and regular go to market campaigns that will have a positive impact on customer renewals. You will own and optimize the campaign calendar to ensure that customers have a positive end-to-end experience with Sprout. If you are someone who is passionate about understanding our customers and finding new ways to engage and retain them, then this is a phenomenal role for you.

We’re looking for someone that is strategic and analytical, with strong operational and cross-collaboration skills. You are passionate about developing a deep understanding of customer needs and how our customers can unlock value.  You are highly curious, with a strong desire to understand the whys behind the whats, and have the analytical chops to dive into the numbers to support your hypotheses. You thrive on being hands-on across all aspects of campaign creation, including copy development, and have an intuitive understanding of how to craft messages that are appropriate for each channel. You enjoy developing shared vision and alignment both with your peers and cross-functionally with the customer success, revenue marketing, and product teams. You are skilled at defining and socializing key customer program metrics, regularly reporting on impact, and folding those insights into future decision making. 


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

  • 7+ years of experience in customer marketing, scaled customer success programs, digital marketing, or retention program role.
  • 3+ years working with marketing automation software (e.g., Marketo), CRM, and analytics tools.
  • Full cycle strategic experience designing, executing, and learning from tests and experiments on customer journeys.
  • Experience in the ideation of emails, landing pages, and CTAs, designing and executing A/B tests, and drawing actionable conclusions from results.

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

  • Owned the end-to-end customer communications for a B2B SaaS company
  • Familiarity with social media marketing, social media marketers and the social media marketing tech landscape
  • Tech Stack: Salesforce, Marketo, Tableau, Google Analytics, Pendo
  • Marketo certification

Within 1 month, you will:

  • Experience Sprout’s in-depth onboarding, covering everything from our company mission and values, hearing directly from executives and founders to deep training on our products and the value that Sprout delivers to our customers.
  • Make a plan with your manager to set initial priorities, align on expectations for your role, plant goalposts for your career, and learn about Sprout’s approach to community management, and how it ladders up to the larger goals of the customer marketing team.
  • Meet with members of the customer marketing, revenue marketing, and product marketing teams on a 1:1 basis to understand our work, the customer journey, and team responsibilities.
  • Have a working understanding of Sprout Social’s brand and creative guidelines and be able to craft clear and consistent customer communications.
  • Be well-versed with the Marketing and Brand Creative process and rituals (i.e. how we get work done), learn our Agile framework and understand how to effectively plan for work to get done.
  • Familiarize yourself with the ins and outs of our community management platform.
  • Start driving select engagements in the community.
  • Start participating in weekly stand-ups, team meetings, and marketing rituals.

Within 3 months, you will:

  • Get to know your peers and key stakeholders across Brand Creative, Marketing Ops, Content Marketing, Customer Success, Sales, Growth,  and Customer Support to understand current working relationships.
  • Develop a cohesive customer comms strategy and campaign calendar, in partnership with colleagues on the Customer Marketing team.
  • Identify and test specific opportunities to optimize customer engagement and learning experiences via new content and formats.
  • Establish a basic reporting framework to actively track KPIs and metrics.

Within 6 months, you will:

  • Have your first performance conversation with your manager, where you’ll discuss your accomplishments in your role and work together to build goals for your professional growth.
  • Develop and execute strategies to experiment with impacting retention efforts.
  • Socialize analytical findings and recommendations internally to inform optimizations to our communications strategy.

Within 12 months, you will:

  • Influence quarterly and annual goals for engagement and business impact of the communications programs as it relates to overall customer marketing goals.
  • Help prioritize efforts and resources to maximize the impact of our customer programs and interactions.
  • Surprise us! Use your unique ideas and abilities to change your team in beneficial ways that we haven’t even considered yet.

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.

Our Benefits Program

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 Grow@Sprout 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

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 2021 DEI Report.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at 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. 

About Sprout

Sprout Social offers deep social media listening and analytics, social management, customer care, commerce and advocacy solutions to more than 30,000 brands and agencies worldwide.

Sprout’s unified platform integrates the power of social throughout every aspect aspect of a business and enables social leaders at every level to extract extract valuable data and insights that drive their business forward. Sprout operates across major social media networks, including Twitter, Facebook, Instagram, Pinterest, YouTube and LinkedIn.

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.

2022 Glassdoor award for Best Places to WorkBest Workplaces™️ in Chicago - USA 2021 award from Great Place To Work
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