Director, Sales Operations (Customer Success)

Description

Sprout Social is looking for a highly motivated, strategic and inspiring Director, Customer Success Operations to lead a team whose mission is to drive scale and leverage for the Customer Success Organization.

Why join the Strategy & Operations team?

Sprout Social is a leader in the rapidly growing social media management space. In Revenue Operations, we shape the Company's GTM strategy and translate it into an operational plan. We are building a world-class team that will be instrumental in helping the Company expand from ~$350M to $1B and beyond. The RevOps team plays a critical role in designing, measuring, and optimizing our GTM efforts across Sales, Customer Success, Sales Development, Partnerships, Sales Engineering, and Professional Services. Not only do you get to work alongside some of the sharpest minds in the industry, you also get to work with some of the biggest brands in the world including DoorDash, General Mills, Trello, Make-a-wish Foundation, Edelman, and Blue Cross Blue Shield. And the real kicker? You get to design your own career and follow the path that's best for you. Wherever you want to go, we're committed to helping you get there.

What you'll do

• Act as a thought partner and strategic advisor to the VP, Customer Success
• Evolve the Customer Success coverage model, from role assessments to resource allocation to book design, with a view toward continuous improvement via tracking and measurement of outcomes
• Build and transform Sprout's CS reporting infrastructure, leveraging both shared and internal resources, including both core reporting and the development of robust and reliable customer value and health metrics
• Manage and develop a high performing team of customer success operations professionals who become CS data & analytics subject matter experts and operate in an embedded model to support day to day execution alongside CS leadership
• Support any CS specific deployments of tools & technology to help scale CS productivity
• Build trusted relationships across the organization with an ability to influence and deliver consistent results; act as the voice of Customer Success on major cross functional initiatives

What you'll bring

Sprout Social is looking for a strategic, analytical and hands-on ops leader with a proven track record of driving successful change in a fast-paced environment. This individual will partner with the Customer Success team to identify, prioritize, deliver, and measure initiatives across the organization that are designed to increase efficiency. If you have a passion for building a best-in-class Customer Success organization via systems, data and processes, we'd love to talk to you!

The minimum qualifications for this role include:

• Minimum of 5+ years managing teams; 10+ years of experience overall with prior experience in SaaS is required
• Track record of driving major change initiatives in a previous role
• Deep familiarity with Salesforce CRM; fluency in Excel and Tableau
• Outstanding ability to act as a thought partner and strategic advisor to senior level stakeholders

Preferred qualifications for this role include:

• Strong preference for Customer Success operations specific experience
• Familiarity with Gainsight, Hook or other CS tool a plus
• Strong communication and presentation abilities, both written and verbal

How you'll grow

Within 1 month, you'll plant your roots, including:

• Experience Sprout's in-depth onboarding, covering everything from our company mission and values, hearing directly from executives and founders, to deep training on our products and the value that Sprout delivers to our customers
• Partner with the VP, Sales Operations to define key success metrics for your role and how you will be measured against them
• Meet your team in 1:1's to understand current processes and areas for opportunity, and begin recruiting against any open headcount reqs
• Learn about Sprout's current Customer Success approach, including building foundational fluency around key roles, current state reporting and FY24 coverage model design
• Meet with leaders throughout the Customer Success organization as well as key cross functional leaders who are involved in customer growth, retention and success.

Within 3 months, you'll start hitting your stride as you:

• Fully immerse yourself in the cadence of the CS business, familiarizing yourself with key selling and support motions, and the customer lifecycle across different segments, verticals and geos
• Take ownership of major initiatives already in flight and/or partner closely with analytics counterparts elsewhere at Sprout to accelerate improvements, including among others, key reporting infrastructure
• Develop a comprehensive assessment of the current CS coverage model, including proposed metrics for tracking performance and any near term suggestions for course correction
• Become a subject matter expert on all current and prospective tools & technology used by the CS organization
• Complete your assessment of CS operations team roles and responsibilities and begin to reshape and fine tune to drive maximum impact of our ops resources

Within 6 months, you'll be making a clear impact as you:

• Launch of at least one major reporting product to the CS leadership team, with several more on deck
• Participate deeply in the FY25 planning process, driving coverage design and delivering a dramatically improved experience for CS leadership Y/Y
• Reach a steady organizational footing with strong departmental relationships with Business Analytics, Product, Sales Operations, and Customer Marketing teams
• Continue to develop your team, personally and professionally
• Achieve meaningful progress towards the deployment and adoption of a new CS tool

Within 12 months, you'll make this role your own by:

• Being recognized across the organization as a strategic resource and effective communicator
• Having developed and socialized a roadmap and series of future programs and investments that will shape our CS Operations team and drive increased scale and leverage
• Landing a successful series of changes that contribute directly to meaningful improvement in Sprout's renewal rate and NDR.

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. Our benefits program includes:

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment-your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient and state-of-the-art offices in Chicago's Loop and downtown Seattle

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.

This role's minimum On Target Earnings ("OTE") is $160,000.00 USD annually. OTE is the sum of a fixed base salary plus incentives at target performance. Incentive compensation will vary based on performance. The minimum amount earned is the fixed base salary. Since the incentive plan is uncapped, this role has no maximum pay range.

These ranges were determined by a market-based compensation approach. We used data from multiple sources, including, but not limited to, 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.

OTE is only one element of an employee's total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout's equity plan. Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit). Employees are able to enroll in Sprout's company's 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution. Sprout offers "Flexible Paid Time Off" and ten paid holidays. We have outlined the various components to an employee's full compensation package to help you to understand our total rewards package.

Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action 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. Learn more about our commitment to diversity, equity and inclusion in our latest .

If you need a reasonable accommodation for any part of the employment process, please contact us by email at accommodations@sproutsocial.com and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about our commitment to equal employment opportunity, please click here (1) (2) (3) .

When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. Your personal data will be shared with Greenhouse Software, Inc., and Crosschq, Inc., cloud services providers located in the United States of America and engaged by Sprout Social to help manage its recruitment and hiring process on Controller's behalf. Accordingly, if you are located outside of the United States, by clicking "Submit Application" on this site, you consent to the transfer of your personal data to the United States. For more information about our privacy practices please visit our . California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law.

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