The minimum qualifications for this role include:
2+ years of customer success experience
Strong problem-solving and team collaboration skills
Agility and flexibility in a rapidly changing environment
Preferred qualifications for this role include:
Familiarity with Sprout Social influencer marketing and influencer marketing strategy
Experience with Gainsight or other CS management software
Experience working within a one-to-many model of customer success
Ability to work either PST or MST timezones
How you’ll grow
Within 1 month, you’ll plant your roots, including:
Onboarding and Learning: Become familiar with the Sprout Social platform, core functionalities, and internal processes.
Understanding Customer Adoption Accounts: Gain an understanding of the characteristics and needs of Customer Adoption Accounts.
Initial Customer Engagement: Begin engaging with customers through initial discussions and training sessions.
Resource Review: Review and understand existing adoption materials and resources.
Within 3 months, you’ll start hitting your stride by:
Active Customer Support: Respond to customer inquiries, resolve issues, and utilize support tools effectively.
Platform Monitoring: Start actively monitoring customer platform usage and identifying areas for improvement in adoption.
Data Analysis: Begin analyzing customer data to understand usage patterns.
Process Familiarization: Deepen understanding of and begin contributing to process improvements.
Proactive Engagement: Proactively identify and address customer needs and potential churn risks.
Within 6 months, you’ll be making a clear impact through:
Reporting: Generate regular reports on customer health and performance.
Automation Implementation: Leverage automation tools to improve efficiency.
Contribution to Knowledge Base: Contribute to the development and maintenance of internal knowledge base articles.
Activity Metrics: Achieving activity metrics associated with the role to measure customer engagements.
Within 12 months, you’ll make this role your own by:
Contributing to the team’s strategic direction - proposing projects and new approaches for our customers.
Being a SME on our customer success software.
Understanding the entire customer journey, and ensuring that when customers seem to be going off course, you recognize and help them correct.
Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.
Our Benefits Program
We’re proud to regularly be recognized for our team, product, and culture. We invest in our team with a comprehensive, competitive benefits program:
Comprehensive Health & Wellness: Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
Premium Mental Health Support: Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
Retirement Savings: 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
Financial Security: 100% employer-paid Life and Disability insurance for your peace of mind.
Flexible Paid Time Off: A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
Paid Parental Leave: Up to 16 weeks of paid leave for new parents to support you in expanding your family.
Annual Lifestyle Stipend: A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
Giving Back: 16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
Additional Financial Perks: Access to pre-tax commuter benefits, subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support through Your Money Line .
* This list is for informational purposes only. Benefit offerings are discretionary and subject to change and do not constitute a contract or guarantee of benefits.
Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.
Our salary ranges reflect the expected earning potential for this role. Individual pay is based on geographic zone, relevant experience, and skills.
Our current hiring range for this role: $68,000 – $85,000 OTE annually. OTE is governed by an incentive plan. It is the sum of a fixed base salary plus incentives at target performance. Incentive compensation will vary based on performance. Offers are made within this range, with opportunities to grow within the broader band based on performance and impact.
We share both our current hiring range and our broader geographic salary bands to provide transparency into our compensation philosophy. This ensures you understand not only your starting potential but also the long-term growth potential available as you progress in your role.
We have two geographic pay zones in the United States:
Zone 1 (New York, California, Washington) : $74,800.00 - $112,200.00 USD annually
Zone 2 (All other US states) : $68,000 - $102,000.00 USD annually
These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent, and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.
Sprout Social is proud to be an Equal Opportunity Employer. We do not discriminate based on identity - race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Because Sprout Social is a federal contractor, we affirmatively recruit individuals with a disability and protected veterans. Learn more about our commitment to diversity, equity and inclusion in our latest DEI Report .
If you require a reasonable accommodation for any part of the interview process or to submit your application, please email us at accommodations@sproutsocial.com. Include the nature of your request and your preferred contact information. We'll do everything we can to support your success during our recruitment process while upholding your privacy. Please note that only inquiries regarding accommodations will receive a response from this email address; other inquiries will not be addressed (e.g., you send your resume but are not requesting an accommodation).
For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster and (2) Sprout Social's Affirmative Action Statement .
Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law.
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