Senior Director, Customer Success Delivery

Sprout Social is looking to hire a Senior Director, Customer Success Delivery (North America) for the Sales & Customer Experience team.

Joining the Sales and Success team is an opportunity to accelerate your career. We're a winning team selling and supporting the leading social media management platform for businesses. Not only do you get to work alongside some of the sharpest minds in the industry, you also get to work with some of the biggest brands in the world. And the real kicker? You get to design your own career and follow the path that's best for you. Wherever you want to go, we're committed to helping you get there.

As the Senior Director of Customer Success Delivery for North America, you are a senior execution and operating leader responsible for how Customer Success is delivered day-to-day across the region. Reporting to the Vice President of Customer Success, this role is accountable for translating CS strategy into consistent, scalable execution. You will lead a team of Customer Success Managers, ensuring value delivery, predictable customer outcomes, strong renewal readiness, and operational rigor-while the VP focuses on global strategy, vision, and executive-level customer and company leadership.

Customer Success Delivery Ownership: Own the operational execution of Customer Success delivery across North America, ensuring consistent application of engagement models, playbooks, and best practices across customer segments.

Retention & Renewal Readiness: Drive regional performance against retention and expansion metrics by proactively managing customer health, risk identification, and intervention frameworks. Partner with Sales and Renewals teams to ensure smooth execution of renewal and expansion opportunities.

Regional Operating Leadership: 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.

People Leadership & Manager Effectiveness: Lead, coach and develop your team, with a strong emphasis on coaching leaders to run high-performing teams, manage performance, and deliver consistent results.

Metrics, Forecasting & Accountability: Own regional CS operating metrics including adoption indicators, health scores, churn signals, and renewal risk forecasting. Ensure data accuracy, consistency, and actionable insights for leadership.

Cross-Functional Execution Partner: 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.

Inclusive Team Leadership: Embed inclusive leadership practices into hiring, performance management, and team development, fostering a culture of accountability, trust, and belonging.

We're continuing to evolve our Customer Success organization and are looking for a seasoned leader who thrives in execution, scale, and people leadership. The ideal candidate has deep experience leading Customer Success delivery in a B2B SaaS environment and is highly effective at operating through leaders, using data to drive decisions, and partnering cross-functionally to deliver customer and business outcomes.

The minimum qualifications for this role include:

• 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 qualifications for this role include:

• 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

Within 1 month, you'll plant your roots, including:

• Complete Sprout Social's new hire onboarding program and gain a deep understanding of our products, customers, and Customer Experience organization
• Partner with your manager to define success metrics and expectations for your role
• Build relationships with your direct reports and understand current strengths, challenges, and opportunities across the North American CS organization
• Learn Sprout's go-to-market motion, customer segments, and value propositions
• Review key Customer Success, retention, and adoption metrics

Within 3 months, you'll start hitting your stride by:

• Establish strong partnerships with leaders across Customer Success, Sales, Product, Marketing, Support, and Operations
• Assess and refine CS delivery models, engagement tiers, and capacity planning
• Identify early opportunities to improve customer adoption, health, and renewal readiness
• Begin engaging with strategic customers as an executive sponsor or escalation partner
• Coach and support Directors and Managers to strengthen team performance and leadership effectiveness

Within 6 months, you'll be making a clear impact through:

• Demonstrating measurable improvements in customer adoption, retention signals, and operational efficiency
• Implementing process and tooling enhancements to improve consistency and scalability
• Building strong, trusted relationships with cross-functional partners
• Developing and executing talent plans, including hiring and succession planning
• Sharing best practices and learnings across the broader Customer Experience organization

Within 12 months, you'll make this role your own by:

• Consistently meeting or exceeding regional Customer Success performance goals
• Developing and promoting leaders within your organization and building a strong leadership bench
• Being recognized as a trusted leader and subject matter expert at Sprout Social

Of course, what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

We're proud to regularly be recognized for our team, product, and culture. Our benefits program includes:

• 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

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.

In the United States, we have two geographic pay zones. This role's expected On Target Earnings ("OTE") for new hires in each zone are:

• Zone 1 (New York, California, Washington): (Min) $215,600, (Mid) $269,500, (Max) $323,400 USD annually
• Zone 2 (All other US states): $200,000 (min), $250,000 (mid), $300,000 (max) USD annually

OTE is governed by an incentive plan. It is the sum of a fixed base salary plus incentives at target performance. Incentive compensation will vary based on performance. The minimum amount earned is the fixed base salary.

The listed ranges represent the expected earning potential in this position. Starting salaries for well-qualified new hires are typically around the midpoint of the range. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent, and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

OTE is only one element of an employee's total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout's equity plan. 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. Sprout offers "Flexible Paid Time Off" and ten paid holidays. We have outlined the various components to an employee's full compensation package here to help you to understand our total rewards package.

Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate based on identity- race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Learn more about our commitment to diversity, equity and inclusion in our latest DEI Report.

If you require a reasonable accommodation for any part of the interview process or to submit your application, please email us at accommodations@sproutsocial.com. Include the nature of your request and your preferred contact information. We'll do everything we can to support your success during our recruitment process while upholding your privacy. Please note that only inquiries regarding accommodations will receive a response from this email address; other inquiries will not be addressed (e.g., you send your resume but are not requesting an accommodation).

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency Statement.

When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. Your personal data will be shared with Greenhouse Software, Inc., and Crosschq, Inc., cloud services providers located in the United States of America and engaged by Sprout Social to help manage its recruitment and hiring process on Controller's behalf. Accordingly, if you are located outside of the United States, by clicking "Submit Application" on this site, you consent to the transfer of your personal data to the United States. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law.

#LI-REMOTE