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 are