Customer Success ManagerSprout Solutions

MAIN AREA OF RESPONSIBILITY:
The primary responsibility of a Customer Success Manager (CSM) is to develop long term partnerships with Sprout's customers to ensure they remain successful by realizing the full value of their investment with Sprout. Adoption, retention, and advocacy are key initiatives for the CSM.
Requirements
At least 2 years experience in account management, preferably in the software industry
Has a track record of being a high achiever and a results driven professional
Strong empathy for customers and passion for revenue and growth
Analytical and process-oriented mindset
Ability to command a group of individuals in a room quickly and be assertive in a public environment
Strong communication skills including the ability to work and effectively interact with all levels of the organization (development, sales, marketing, professional services)
Ability to work in an entrepreneurial environment in a team and individually
With demonstrable focus on team environment
Qualifications:
Define and optimize customer journey and create standard presentation materials for lifecycle plays
Personally manage escalations from direct reports, and follow a methodical escalation process to execs
Drive true value for customers by being an expert on best practices in change management and finding ways for CSMs to deeply understand the objectives of our customers and become a trusted right-hand advisor
Gather feedback from other departments, including Sales, Support, Product, and others to improve the customer experience
Create, manage and drive company-wide customer feedback loop
Create renewal and up-sell strategy and focus on selling with a retention focus
Own key metrics for the team such as renewal rate, up-sell target, product adoption metrics, customer satisfaction survey score
Contribute to building a world-class team by referring potentially team members with strong fit to the organization
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