Customer Adoption & Success Specialist

sproutsocial; Philippines; On-site; PHP 781,000 - 1,116,000; Full time

Job summary

Sprout Social is seeking an Adoption Consultant for its Customer Support team in the Philippines. You will drive customer adoption, maintain strong relationships, and scale success across a high-volume account base.

In this role you’ll run trainings, monitor usage, identify churn risks, and collaborate with Product and Engineering to improve processes. A customer-centric mindset and comfort with data are essential.

Qualifications

• 2+ years of customer success experience.
• Strong problem-solving and team collaboration skills.
• Agility and flexibility in a rapidly changing environment.
• Ability to work either of the following shifts: 6AM - 3PM PHT; 1PM - 10PM PHT.

Responsibilities

• Drive Value & Adoption: Lead training sessions and value discussions to ensure customers effectively utilize Sprout's core functionalities to meet their goals.
• Scale Customer Success: Execute one-to-many playbooks and use self-service resources to drive platform utilization at scale.
• Proactive Health Monitoring: Analyze usage data and health metrics to identify trends and address churn risks.
• Efficient Issue Resolution: Resolve customer inquiries promptly and escalate complex issues as needed.
• Operational Excellence: Partner with Product and Engineering to identify and implement process improvements.
• Team Collaboration: Develop internal best practices and resources for the support community.

Skills

Customer success

Problem-solving

Team collaboration

Agility

Shift flexibility

Tools

Gainsight

Job description

Sprout Social is seeking an Adoption Consultant for its Customer Support team in the Philippines. You will drive customer adoption, maintain strong relationships, and scale success across a high-volume account base.

In this role you’ll run trainings, monitor usage, identify churn risks, and collaborate with Product and Engineering to improve processes. A customer-centric mindset and comfort with data are essential.