Strategic CS Manager: Enterprise Growth & AI-Driven Success

Sprout Social, Inc.; New York (NY); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Flexible PTO & parental leave

Equipment provided

Wellness programs

Grow@Sprout education programs

Diversity & inclusion initiatives

Mentorship programs

CSR program

Office locations in Chicago & Seattle

Job summary

Sprout Social, Inc. is seeking a Manager, Customer Success, Strategic to lead a high-value team and drive retention and portfolio growth. The role collaborates with Sales, Renewals, Onboarding and Product to execute segment strategy with rigor.

You will coach senior CSMs, align priorities, and leverage AI-enabled workflows to enhance research, account prep, and communication while maintaining strategic oversight.

Qualifications

• 6+ years in Customer Success or account management owning strategic or enterprise books.
• Proven ability to retain and grow high-value accounts.
• Experience coaching managers and leading teams.
• Proficiency applying generative AI to improve productivity.
• Strong communication and executive presence

Responsibilities

• Lead a team of tenured Strategic Customer Success Managers overseeing a high-value book of business.
• Translate segment strategy into clear priorities and ensure repeatable execution.
• Own retention, risk management, and expansion targets with proactive playbooks.
• Engage with customer executives to reinforce value and support strategic renewals.
• Collaborate with Sales, Renewals, Onboarding and Product to unblock hurdles.
• Monitor and report metrics across retention, growth, adoption and health scores.

Skills

People leadership

Customer Success experience

Generative AI proficiency

Commercial & operational track record

SaaS knowledge

Executive coaching

Sales background

Risk & influence skills

Travel ability

Tools

Salesforce

Gainsight

Tableau

Job description

Sprout Social, Inc. is seeking a Manager, Customer Success, Strategic to lead a high-value team and drive retention and portfolio growth. The role collaborates with Sales, Renewals, Onboarding and Product to execute segment strategy with rigor.

You will coach senior CSMs, align priorities, and leverage AI-enabled workflows to enhance research, account prep, and communication while maintaining strategic oversight.