Senior Director, Customer Success Delivery

Description

Sprout Social is looking to hire a Senior Director, Customer Success Delivery (North America) 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. 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 Senior Director of Customer Success Delivery for North America, you are a senior execution and operating leader responsible for how Customer Success is delivered day-to-day across the region. Reporting to the Vice President of Customer Success, this role is accountable for translating CS strategy into consistent, scalable execution. You will lead a team of Customer Success Managers, ensuring value delivery, predictable customer outcomes, strong renewal readiness, and operational rigor—while the VP focuses on global strategy, vision, and executive-level customer and company leadership.

Customer Success Delivery Ownership: Own the operational execution of Customer Success delivery across North America, ensuring consistent application of engagement models, playbooks, and best practices across customer segments.

Retention & Renewal Readiness: Drive regional performance against retention and expansion metrics by proactively managing customer health, risk identification, and intervention frameworks. Partner with Sales and Renewals teams to ensure smooth execution of renewal and expansion opportunities.

Regional Operating Leadership: Partner with Operations to consult on regional performance management, capacity planning, and prioritization. Ensure teams are staffed, enabled, and focused on the highest-impact customer work.

People Leadership & Manager Effectiveness: Lead, coach and develop your team, with a strong emphasis on coaching leaders to run high-performing teams, manage performance, and deliver consistent results.

Metrics, Forecasting & Accountability: Own regional CS operating metrics including adoption indicators, health scores, churn signals, and renewal risk forecasting. Ensure data accuracy, consistency, and actionable insights for leadership.

Cross-Functional Execution Partner: Serve as a key execution partner to Sales, Support, Product, and Operations for North America, ensuring alignment and follow-through on shared initiatives and customer commitments.

Inclusive Team Leadership: Embed inclusive leadership practices into hiring, performance management, and team development, fostering a culture of accountability, trust, and belonging.

What you’ll bring

We’re continuing to evolve our Customer Success organization and are looking for a seasoned leader who thrives in execution, scale, and people leadership. The ideal candidate has deep experience leading Customer Success delivery in a B2B SaaS environment and is highly effective at operating through leaders, using data to drive decisions, and partnering cross-functionally to deliver customer and business outcomes.

The minimum qualifications for this role include:

• 12+ years of experience in Customer Success, Account Management, or related post-sales functions in a B2B SaaS environment
• 6+ years of experience leading first line leaders (Managers and Senior Managers)
• Proven experience owning Customer Success delivery across Mid-Market and Enterprise customer segments
• Strong track record driving retention, adoption, and operational consistency at scale
• Experience partnering closely with Sales, Renewals, RevOps, Product, and Support teams

Preferred qualifications for this role include:

• Experience leading regional or multi-segment Customer Success delivery teams 
• Demonstrated passion for hiring, developing, and coaching CS talent
• Strong analytical skills with the ability to translate data into action
• Experience with CS and revenue tooling such as Salesforce, Gainsight, Tableau, and Gong
• Experience in MarTech or adjacent B2B SaaS categories

How you’ll grow

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

• Complete Sprout Social’s new hire onboarding program and gain a deep