Strategic Customer Success Lead - Enterprise Accounts

Sprout Social

Chicago (IL)

On-site

USD 146,000 - 200,000

Full time

11 days ago

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Benefits offered by this job

Health insurance

Mental health support

Retirement plan

Life & disability insurance

Flexible PTO

Parental leave

Lifestyle stipend

Home office stipend

Volunteer time

Commuter benefits

Job summary

Sprout Social is seeking a Manager, Customer Success, Strategic to lead a tenured team of Strategic CSMs overseeing a high value book of business. You will translate segment strategy into clear priorities and drive retention and portfolio growth.

You will partner with Sales, Onboarding, and Product to unblock hurdles, coach executives in renewals, and embed AI-enabled workflows while advancing cross-functional alignment. Travel within the U.S. is required.

Qualifications

6+ years in Customer Success or account management with strategic/enterprise book
1+ years leading client-facing teams and coaching
Proven retention and growth track record across renewals and upsells
Strong communication and negotiation skills
Hands-on experience with generative AI tools for research and prep
Willingness to travel 4+ times per year within the U.S.

Responsibilities

Lead and coach a team of tenured Strategic CS Managers with 1:1s and account planning
Translate segment strategy into clear priorities and governance (QBRs, Mutual Success Plans)
Own retention, risk management, and expansion; manage renewal strategy
Engage with customer executives to reinforce value and renewals
Incorporate AI tools to streamline research, prep, and communications
Collaborate cross-functionally with Sales, Onboarding, and Product
Monitor and report portfolio health and performance metrics