Customer Operations Manager

February 20

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Sprout Social, Inc.

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Sprout Social, Inc. is a powerful social media management platform designed to transform marketing strategies and enhance customer engagement for businesses. It offers an all-in-one solution that includes tools for publishing and planning of social content, analytics for performance insights, and features aimed at influencer marketing and employee advocacy. Trusted by over 30,000 brands, Sprout Social leverages AI and automation to streamline workflows and deliver real business value across organizations.

Social Media Management • Facebook • Twitter • Instagram • LinkedIn

1001 - 5000 employees

Founded 2010

🤝 B2B

🌍 Social Impact

📱 Media

📋 Description

• Sprout Social is looking to hire a Customer Operations Manager for the Sales & Success team. • Joining the Sales and Success team is an opportunity to accelerate your career. • Develop and implement scalable strategies that improve retention and drive customer growth. • Serve as the primary administrator for our Customer Success tech stack, including Gainsight. • Develop and maintain dashboards and reports to monitor key metrics like retention, health scores, and churn risk. • Identify inefficiencies and recommend improvements. • Lead initiatives related to digital customer success, account management, risk mitigation, and more. • Partner with teams across Revenue Operations, Finance, Marketing, Product and Analytics to ensure a seamless customer experience.

🎯 Requirements

• Experience: 4+ years in Customer Success Operations or a related field within SaaS, with hands-on experience managing CS systems like Gainsight. • Technical Skills: Certified Gainsight Admin required. Proficiency with Salesforce, Excel (pivot tables, VLOOKUPs), and data visualization tools. • Data-Driven: Strong analytical skills and the ability to synthesize complex data into meaningful insights. • Strategic Thinker: Ability to bridge strategy and execution, translating high-level goals into actionable solutions. • Preferred qualifications: Problem Solver: A proactive approach to identifying and resolving challenges. • Collaboration: Experience working cross-functionally with diverse teams and stakeholders. • Communication: Strong verbal and written communication skills, capable of presenting to leadership and driving alignment.

🏖️ 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