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Strategic Customer Success Manager

1 month ago

San Francisco, California, United States Sprig Full time
About Sprig

Sprig is a cutting-edge platform empowering the fastest-growing and largest companies to build digital products that truly resonate with their users. Our innovative solution enables product teams to ask any question about their product, observe user interactions, and receive actionable product recommendations to drive success.

As we continue our journey towards $100M in revenue and beyond, Sprig's vision is to shape the future of autonomous product development, where products evolve and self-iterate in real-time. By automatically analyzing user experiences as they happen, Sprig AI will synthesize data and identify product improvements instantly, ensuring nearly flawless user experiences and driving the next wave of innovation in product management.

About the Role

We're seeking a highly skilled Strategic Customer Success Manager to join our team. In this role, you'll have the opportunity to work closely with product teams at leading tech companies, collaborating to understand their needs, providing guidance, and ensuring they achieve their business objectives. By leveraging our products, you'll generate value that positively impacts their business challenges.

Key Responsibilities:
  • Manage the end-to-end customer experience, from onboarding through engagement, for a small number of large customers.
  • Act as a trusted advisor, providing expert guidance, and developing scalable strategies to drive best-in-class NRR across our customer base.
  • Leverage data analytics to uncover usage trends, pinpoint upsell opportunities, and identify areas where customers may require extra support.
  • Cultivate relationships with executives to ensure alignment of our solutions with their strategic objectives and drive advocacy within their organizations.
  • Manage the onboarding process to ensure a seamless transition to the platform, delivering essential training and resources to help customers achieve early success.

Requirements

We're looking for a highly motivated and experienced professional with a strong background in strategic customer success or analytics practice. Key qualifications include:
  • 7+ years of experience in strategic customer success or analytics practice with Fortune 500 client-facing experience.
  • 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 presenting to various stakeholders.
  • Technical aptitude and/or sales background.
  • The ability to travel 25% of the time.

Benefits & Perks

We offer a competitive salary, equity, and benefits package, including:
  • Competitive Salary
  • Competitive Employee Equity
  • 401K Program
  • Medical, Dental, and Vision Benefits
  • FSA/HSA Benefit
  • $175/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 4x a week in SF
  • Company Sponsored Social Events

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.

Employee Pay Disclosure

The salary range for this full-time position is $160,000 - $180,000 OTE + Equity + Benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all locations (San Francisco, CA; New York, NY). Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Recruiter can share more about the specific salary range for your preferred location during the hiring process.