Vice President, Customer Success

Description

Sprout Social is looking to hire a Vice President, Customer Success for the Sales & Customer Experience team.

Why join Sprout’s Sales & Customer Experience 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

As the Vice President of Customer Success at Sprout Social, you are a key strategic leader, influencing the company’s growth and customer-centric initiatives. In this role, you will report to the SVP of Customer Experience and lead a globally distributed team. You will lead and cultivate a high-performing global team dedicated to ensuring our customers achieve exceptional outcomes and growth through the seamless adoption and utilization of our software. This role offers an opportunity to shape the future of our Customer Success function while driving long-term relationships, retention, and growth.

• Leadership & Team Development: Build, lead, and inspire a top-tier Customer Success and Retention team, recruiting, mentoring, and empowering leaders and their teams to create a collaborative, results-driven, and continuous learning environment.
• Customer Retention & Growth: Develop and execute strategies to retain and expand our customer base, driving exceptional value and creating a delightful experience for our clients.
• Business Impact: Own critical Customer Success outcomes such as improving renewal rates, driving revenue growth through cross-sell initiatives, and enhancing lifetime customer value by optimizing adoption and customer health metrics.
• Executive Sponsorship: Foster deep relationships with our largest and most strategic customers by engaging regularly, offering executive-level support, and advocating for their needs and success within the company.
• Performance Measurement: Leverage data to assess the effectiveness of Customer Success programs, refine operational processes, and define key metrics to track performance and outcomes.
• Inclusive Leadership: Champion diversity, equity, and inclusion by promoting diverse perspectives, ensuring inclusive practices are embedded into strategy, and fostering an equitable environment for all team members.

What you’ll bring

We’re in the process of transforming our Customer Experience (CX) with Sprout and are looking for a senior leader to help shape the next phase of our Customer Success strategy. We need someone who’s familiar with the industry and eager to elevate our approach to the next level. The ideal candidate will have a strong background in B2B SaaS leadership and Customer Success, with an understanding of the critical role customer relationships and renewal strategies play in the sales process. As a leader, you’ll be collaborative, consultative, data-driven, and highly motivated, ready to thrive in a fast-paced and dynamic environment.

The minimum qualifications for this role include:

• 12+ years of leadership experience in account management or customer success
• 5+ years of experience managing second-line leaders 
• Experience with B2B SaaS experience across all customer segments with a particular focus on Mid Market and Enterprise
• Experience with international Customer Success organizations
• Experience working closely with cross-functional stakeholders across sales, marketing, sales operations, enablement, and product

Preferred qualifications for this role include:

• Demonstrated passion for hiring, developing, and coaching top leadership talent
• Exceptional communication skills and analytical acumen
• Experience with Salesforce, Tableau, Gainsight, and Gong a plus

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
• Partner with your manager to define key success metrics for your role and how you will measure against them
• Get to know your team (directors, managers, and ICs) and work to understand each individual’s current challenges and areas of opportunity
• Educate yourself on the current team structure, goals, and overall strengths/weaknesses 
• Learn Sprout’s go-to-market messaging, key differentiators, develop and personalize segment-specific value propositions
• Learn the relevant customer stories and case studies to justify your value propositions with real ROI examples from the field
• Review relevant metrics for the Sales and Customer Experience organization 

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

• Meet with leaders throughout the Customer Success, Sales, Marketing, Product, and Operations organization who share responsibility for obtaining similar targets and identify areas of opportunity
• Establish a strong understanding of sales enablement, create/analyze team reports, and identify coaching opportunities
• Create an early concept of the future plan for improving customer adoption and retention and begin prioritizing
• Familiarize yourself with our customers and understand our various customer segments, value drivers, and areas of opportunity; dive deep into the numbers supporting these areas
• Begin meeting with our largest customers and developing relationships
• Begin coaching and mentoring managers to help them improve, both professionally and personally
• Fully understand our existing customer success processes and how each department (customer success, marketing, product, sales, and support) contributes. Identify areas of opportunity

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

• Meet agreed-upon goals and targets relating to product adoption and team productivity
• Have formed relationships with our most important customers in conjunction with the Customer Success team
• 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, and empower your managers to grow. 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’ll make this role your own by:

• Consistently meet and exceed product adoption targets
• Obtain (solicited and unsolicited) and act upon peer, customer, and leadership feedback
• Establish and begin executing a long-term plan for your team
• Promote members on your team and begin creating a bench of new talent 
• Be recognized as a subject matter expert and leader at Sprout

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.

This role’s minimum On Target Earnings (“OTE”) is $300,000.00 USD annually. OTE is the sum of a fixed base salary plus incentives at target performance. Incentive compensation will vary based on performance. The minimum amount earned is the fixed base salary. 

These ranges were determined by a market-based compensation approach. We used data from multiple sources, including, but not limited to, 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.

OTE 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 require a reasonable accommodation for any part of the interview process or to submit your application, please email us at accommodations@sproutsocial.com. Include the nature of your request and your preferred contact information. We'll do everything we can to support your success during our recruitment process while upholding your privacy. Please note that only inquiries regarding accommodations will receive a response from this email address; other inquiries will not be addressed (e.g., you send your resume but are not requesting an accommodation). 

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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