Strategic Customer Success Manager

4 weeks ago

San Francisco, California, United States Sprig Full time

About Sprig

Sprig is a cutting-edge platform that empowers leading companies to build innovative digital products that truly resonate with their users. Our platform enables product teams to gain valuable insights, observe user interactions, and receive actionable recommendations to drive success. We're proud to partner with industry leaders like Notion, Figma, Ramp, Robinhood, Coinbase, and TripAdvisor.

Founded in 2019, Sprig is a Series-B startup backed by top-tier investors, including Andreessen Horowitz, Accel, and First Round Capital.

As we continue our journey towards $100M in revenue and beyond, we're looking for talented individuals to help shape the future of digital experiences.

About the Role

As a Strategic Customer Success Manager at Sprig, you'll have the opportunity to work closely with product teams at leading tech companies. Your primary responsibility will be to collaborate with our customers to understand their needs, provide expert guidance, and ensure they achieve their business objectives. By leveraging our products, you'll generate value that positively impacts their business challenges.

In this role, you'll be responsible for managing the end-to-end customer experience, from onboarding through engagement, for a small number of large customers. This involves acting as a trusted advisor, providing expert guidance, and developing scalable strategies to drive best-in-class NRR across our customer base. In joining the Sprig CS team, you'll have the chance to help inform our product, which in turn is helping other product teams have a meaningful impact on their products.

Your Impact

As a Strategic Customer Success Manager, you'll have a significant impact on our customers' success. Your key responsibilities will include:

• Delivering value through daily interactions with high-value customers, including account and success planning.
• Implementing a client-focused strategy to build trusted advisor relationships with multi-departmental teams within enterprise clients by consistently delivering measurable value.
• Leveraging data analytics to uncover usage trends, pinpoint upsell opportunities, and identify areas where customers may require extra support, fueling upsell and cross-sell opportunities.
• Cultivating relationships with executives to ensure alignment of our solutions with their strategic objectives and drive advocacy within their organizations.
• Managing the onboarding process to ensure a seamless transition to the platform, delivering essential training and resources to help customers achieve early success.

Your Strengths

To succeed in this role, you'll need to possess the following strengths:

• 7+ years of strategic customer success or analytics practice with Fortune 500 client-facing experience preferred.
• Proven experience managing a strategic portfolio of clients.
• Strong project management or organizational skills and an ability to multitask without difficulty.
• Growth strategies: Success in identifying opportunities for upselling, cross-selling, and expanding customer accounts.
• A storyteller: Excellent verbal and written communication skills with proven ability to present to various stakeholders.
• Technical aptitude and/or sales background.
• The ability to travel 25% of the time.

Benefits & Perks

We offer a competitive compensation package, including a base salary range of $160,000 - $180,000 OTE + Equity + Benefits. Our benefits and perks include:

• Competitive Employee Equity
• 401K Program
• Medical, Dental, and Vision Benefits
• FSA/HSA Benefit
• $150/month Commuter Benefit
• Additional Wellbeing Benefits
• Flexible Paid Time Off
• Paid Parental Leave
• Professional Development Stipend
• Hybrid Office Policy
• Lunch available 5x a week in SF and NYC
• Dinner available 3x a week in SF
• Company-sponsored social events.

At Sprig, we pride ourselves on being a people-first company, where your contributions truly matter and are valued. We were recently awarded by Fortune as top 50 best places to work in the US, and top 50 Places to Work in the Bay Area by Built In. Come join our mission of building products users love and have a real impact on Sprig's future.

Our Commitment to Diversity and Inclusion

We prioritize diversity within our team and value different perspectives, educational backgrounds, and life experiences. We encourage people from underrepresented backgrounds to apply.

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