Sprout Social, Inc. · 3 weeks ago
Senior Director, Customer Success Delivery (North America)
United States
Full-time
Remote
Director/Executive
$216K/yr - $323K/yr
12+ years expSprout Social is looking to hire a Senior Director, Customer Success Delivery for the Sales & Customer Experience team. This role is responsible for the operational execution of Customer Success delivery across North America, ensuring consistent application of engagement models and driving performance against retention and expansion metrics.
AnalyticsAppsSaaSSocial MediaSoftware
Responsibilities
Own the operational execution of Customer Success delivery across North America, ensuring consistent application of engagement models, playbooks, and best practices across customer segments
Drive regional performance against retention and expansion metrics by proactively managing customer health, risk identification, and intervention frameworks
Partner with Operations to consult on regional performance management, capacity planning, and prioritization
Ensure teams are staffed, enabled, and focused on the highest-impact customer work
Lead, coach and develop your team, with a strong emphasis on coaching leaders to run high-performing teams, manage performance, and deliver consistent results
Own regional CS operating metrics including adoption indicators, health scores, churn signals, and renewal risk forecasting
Serve as a key execution partner to Sales, Support, Product, and Operations for North America, ensuring alignment and follow-through on shared initiatives and customer commitments
Embed inclusive leadership practices into hiring, performance management, and team development, fostering a culture of accountability, trust, and belonging
Qualification
Required
12+ years of experience in Customer Success, Account Management, or related post-sales functions in a B2B SaaS environment
6+ years of experience leading first line leaders (Managers and Senior Managers)
Proven experience owning Customer Success delivery across Mid-Market and Enterprise customer segments
Strong track record driving retention, adoption, and operational consistency at scale
Experience partnering closely with Sales, Renewals, RevOps, Product, and Support teams
Preferred
Experience leading regional or multi-segment Customer Success delivery teams
Demonstrated passion for hiring, developing, and coaching CS talent
Strong analytical skills with the ability to translate data into action
Experience with CS and revenue tooling such as Salesforce, Gainsight, Tableau, and Gong
Experience in MarTech or adjacent B2B SaaS categories
Benefits
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 and employee-led diversity, equity, and inclusion initiatives.
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, for those who prefer an office setting
Flexible Paid Time Off
Ten paid holidays
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.
Company
Sprout Social, Inc.
Sprout Social is a global leader in social media management and analytics software.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$111.5MKey Investors
Future FundGoldman Sachs Merchant Banking DivisionNew Enterprise Associates
2019-12-12IPO
2018-12-19Series D· $40.5M
2016-02-17Series C· $42M
Leadership Team
Ryan Barretto
Chief Executive Officer
Aaron Rankin
Co-Founder & Board Member
Recent News
Company data provided by crunchbase