Customer Operations Manager

Sprout Social is looking to hire a Customer Operations Manager for the Sales & Success team.

Why join Sprout’s Sales & Success team?

Joining the Sales and Success team is an opportunity to accelerate your career. We’re a winning team selling and supporting the leading social media management platform for businesses. Not only do you get to work alongside some of the sharpest minds in the industry, you also get to work with some of the biggest brands in the world ​​including General Mills, Make-a-wish Foundation, Honda and Edelman. And the real kicker? You get to design your own career and follow the path that’s best for you. Wherever you want to go, we’re committed to helping you get there. 

What you’ll do

• Motions Development: Collaborate with CS leadership to develop and implement scalable strategies that improve retention and drive customer growth, including customer health monitoring and renewal workflows. 
• Systems Management: Serve as the primary administrator for our Customer Success tech stack, including Gainsight. Configure, enhance, and optimize the systems to align with business needs.
• Data-Driven Insights: Develop and maintain dashboards and reports to monitor key metrics like retention, health scores, and churn risk. Deliver actionable insights to inform strategy and decision-making.
• Continuous Improvement: Identify inefficiencies in our current processes and tools, recommending and implementing improvements that drive team productivity and customer outcomes.
• Program Ownership: Lead initiatives related to digital customer success, account management, risk mitigation, and more.
• Cross-Functional Collaboration: Partner with teams across Revenue Operations, Finance, Marketing, Product and Analytics to ensure a seamless customer experience.

What you’ll bring

We are seeking a Customer Operations Manager who will play a pivotal role in shaping and executing our Customer Success (CS) strategy and motions at Sprout Social. This role requires a dynamic individual with a blend of strategic and technical expertise who will partner closely with CS leadership to design and operationalize strategic objectives through systems, processes, and tools.

You will be a key contributor to ensuring our Customer Success teams have the insights, tools, and frameworks they need to drive retention and growth, aligning closely with our company's focus of delivering unparalleled customer experiences.

The minimum qualifications for this role include:

• Experience: 4+ years in Customer Success Operations or a related field within SaaS, with hands-on experience managing CS systems like Gainsight.
• Technical Skills: Certified Gainsight Admin required. Proficiency with Salesforce, Excel (pivot tables, VLOOKUPs), and data visualization tools.
• Data-Driven: Strong analytical skills and the ability to synthesize complex data into meaningful insights.
• Strategic Thinker: Ability to bridge strategy and execution, translating high-level goals into actionable solutions.

Preferred qualifications for this role include:

• Problem Solver: A proactive approach to identifying and resolving challenges.
• Collaboration: Experience working cross-functionally with diverse teams and stakeholders.
• Communication: Strong verbal and written communication skills, capable of presenting to leadership and driving alignment.

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• 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
• Work closely with the Director of Customer Operations to define key success metrics for your role and establish how you will measure progress against them.
• Start gaining a deep understanding of our business, platform, applications, and key company metrics.
• Familiarize yourself with the current team structure, goals, and assess the team's strengths and areas for improvement.

Within 3 months, you’ll start hitting your stride by:

• Collaborate with CX and Operations leadership to identify areas of greatest opportunity for improving efficiency within our CX teams & motions through systems and processes.  
• Take ownership over our Gainsight instance and establish a foundational knowledge of the platform data structure.  
• Develop a perspective on the current CS Ops roadmap, identifying areas of opportunity to prioritize and optimize for an ideal future state. 
• Create a strategic plan to meet the expectations of this role and deliver on the key objectives of this function.

Within 6 months, you’ll be making a clear impact through:

• Drive Customer Success strategy by leveraging existing tools and systems in innovative yet simple ways to enhance customer engagement, streamline internal processes, and maximize retention.
• Establish a data-driven approach to evaluate how newly introduced Customer Success motions (e.g., new engagement models, risk mitigation strategies, lifecycle touchpoints) influence customer outcomes.
• Work closely with cross-functional teams to develop a precise and actionable customer health score that reliably predicts retention.
• Collaborate on the CS Operations roadmap, ensuring we are on track to meet goals and expectations.

Within 12 months, you’ll make this role your own by:

• Gather and act on both solicited and unsolicited feedback from peers and leadership.
• Establish and start implementing a long-term plan for CS tooling and systems to drive both customer and internal team success.
• Bring your unique ideas and talents to the table—surprise us by making positive changes that we haven’t even thought of 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 and employee-led diversity, equity, and inclusion initiatives.
• 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. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.

The base pay range for this role is $112,000.00-$168,000.00 USD annually. Individual base pay is based on various factors, including relevant experience and skills, the responsibility of the role, and job duties/requirements. In addition to base pay, some Sales and Success roles can earn sales incentives. 

Sprout’s compensation ranges are intentionally broad to allow for our team members' growth within their role. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

Base pay is only one element of an employee's total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan. Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit).  Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution. Sprout offers “Flexible Paid Time Off” and ten paid holidays. We have outlined the various components to an employee’s full compensation package here to help you to understand our total rewards package.

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 latest DEI Report.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at accommodations@sproutsocial.com 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. Your personal data will be shared with Greenhouse Software, Inc., and Crosschq, Inc., cloud services providers located in the United States of America and engaged by Sprout Social to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, by clicking “Submit Application” on this site, you consent to the transfer of your personal data to the United States. 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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