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Sprout.ai · 5 days ago

Customer Success Manager, US

United States

Full-time

Remote

Mid, Senior Level

Sprout.ai is a company redefining insurance automation for insurers, and they are seeking their first US-based Customer Success Manager. This role involves managing customer relationships post-sale, ensuring successful project delivery, and driving customer satisfaction and expansion in North America.

Artificial Intelligence (AI)Health InsuranceInformation TechnologyInsuranceInsurTechNatural Language ProcessingSoftware

Responsibilities

Own the relationship with Sprout Customers post-sale - your success will be contingent on the on-time delivery and successful ROI realisation of Sprout’s US deliveries

End to end project delivery for enterprise customer engagements in North America - through onboarding, implementation, adoption and optimisation

Act as the single point of contact for customer stakeholders - build trust with C-suite, operations, technical teams, and business teams

Develop and execute Success Plans that map product value to measurable business outcomes (KPIs, timelines, adoption milestones)

Drive adoption, change management and ROI realisation - run regular business reviews and executive update sessions

Manage risks and escalations proactively - ensure on-time, on-budget delivery while protecting gross margin

Customer Satisfaction - ensure positive NPS score with your customers and work in coordination with Account Execs to secure customer contract renewals

Identify expansion and up-sell opportunities - coordinate with Account Execs to convert expansion motions

Create and localise processes - partner closely with Sales, Solutions Engineering, Product, and CS to standardise playbooks and improve processes for North America

Create customer-facing collateral, onboarding templates, and training documentation

Be an active voice of the customer - regular feedback loops to Product and leadership that influence the roadmap

Qualification

Stakeholder managementCustomer success strategyProject managementEnterprise customer experienceCommercial awarenessCommunication skillsInsurance sector knowledgeAI product experiencePeople managementSpanish language

Required

A proven track record of successfully delivering complex software projects - can draw on previous experience delivering complex software products, navigating complex matrixes of stakeholders and technical requirements while maintaining a high-standard of delivery

Experience serving enterprise customers - able to navigate sophisticated organisations, gain buy-in from stakeholders, drive adoption, and deliver measurable outcomes

Strong commercial awareness - experience protecting renewals and driving expansion / upsell motions

Excellent stakeholder management and executive presence - ability to influence at C-level

Hands-on project management skills — planning, resourcing, change control, risk mitigation

Confident communication - should be able to engage with customers in meetings, write effective documentation, and written correspondence

Ability to work independently in an emerging-market - comfortable making high-impact decisions with limited playbooks and in-time zone support