[Remote] Customer Success Manager, Key Accounts

Note: The job is a remote job and is open to candidates in USA. Sprout Social is hiring a Customer Success Manager, Key Accounts to manage strategic enterprise customers on its Social Intelligence platform. The role focuses on building customer relationships, driving adoption and retention, and growing account revenue.

Responsibilities

• Own a book of ~60 Enterprise accounts — building relationships, driving adoption, and growing revenue within some of our largest, most strategic customers. The Customer Success Manager, Key Accounts plays a critical role in driving value through Sprout’s Social Intelligence platform
• Build strong, lasting relationships with key stakeholders — C-level executives, marketing directors, social media managers, and agency partners
• Uncover new opportunities, qualify upsell and cross-sell leads, and confidently work through objections to expand accounts and defend revenue at renewal
• Lead Mutual Success Plan reviews, monthly syncs, Executive Business Reviews, and adoption sessions to track usage, surface risks, and align on strategic goals
• Partner with Onboarding and Professional Services to ramp new customers, and deliver ongoing training that keeps value visible throughout the client lifecycle
• Spot churn risks early, resolve them proactively, and keep satisfaction high across your book. Collaborate effectively with Renewal Managers
• Track account health and key metrics, and turn them into a clear, compelling ROI narrative for customers and internally
• Use generative AI tools like Claude and Gemini to speed up daily work — call prep, troubleshooting, drafting client messaging — so you can focus your time on the strategic parts of the job only you can own
• Consistently meet and exceed quota, managing your book against KPIs and your comp plan

Skills

• 4-6+ years in Customer Success, Account Management, or Sales in B2B SaaS, including 2+ years managing an Enterprise book of business
• Demonstrated success retaining, renewing, and expanding Enterprise accounts through strategic relationship management
• Experience building relationships with, presenting to, and influencing senior decision-makers
• Familiarity with generative AI platforms (e.g., Claude, Gemini) and comfort integrating them into daily operations — call prep, troubleshooting, messaging — to work more efficiently, while retaining full ownership and leadership of strategic client engagements
• Strong preference for candidates with prior account management or sales experience — comfortable qualifying leads, uncovering opportunity, and navigating objections in commercial conversations
• Experience advising on social media strategy or tools
• Experience working with or managing agency partners is a plus
• Familiarity with G-Suite, Salesforce, Gainsight and Tableau

Benefits

• Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
• Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
• 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
• 100% employer-paid Life and Disability insurance.
• A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
• Up to 16 weeks of paid leave for new parents.
• A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
• A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
• 16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
• Access to pre-tax commuter benefits.
• Subsidized child/eldercare (Care.com).
• Discounted pet insurance (Figo).
• No-cost personalized financial wellness support through Your Money Line.
• Remote-work flexibility in many places in the United States; Sprout is not set up in all states, so availability depends on whether your state is listed in the application.

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