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,