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Customer Success Manager



San Francisco, CA, USA
Posted on Wednesday, June 19, 2024

About Sprig

Sprig is a user insights platform backed by top-tier investors, including Andreessen Horowitz, Accel, and First Round Capital. Our suite of products enable our customers to combine traditional analytics with qualitative product data so they can build an exceptional product experience for their users. Leading tech companies like Notion, Square, Dropbox and Figma use Sprig to build best-in-class, customer centric products. Most recently, we’ve partnered with Calendly and TripAdvisor and continue to see exceptional growth and diversity within our customer base.

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.

More about our mission, values, and why it's a great time to join us can be found here.

About the Role

Join Sprig as a Customer Success Manager where you’ll have the chance to work with product teams at leading tech companies. You will work closely with our customers to understand their needs, provide guidance, and ensure they achieve their business objectives with our products.

In this role you will be responsible for managing the end-to-end customer experience, from onboarding through engagement, for a large book of SMB accounts. This role 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 have the chance to help inform our product which in turn is helping other product teams have an impact on their products!

This role is based in San Francisco or New York with three days working in office.

Your Impact

  • Manage the end-to-end customer experience from onboarding to engagement for a scaled portfolio of accounts driving best in class NRR.
  • Partner closely with Sales to identify and generate expansion opportunities and ensure successful renewals.
  • Proactively monitor customer health and design scalable engagement programs and playbooks to drive account growth and retention across numerous accounts.
  • Become a continuous product insights expert and develop one-to-many strategies to ensure customers are maximizing their usage of the Sprig platform.
  • Serve as a trusted advisor to primary users & provide level one support to our growth customers.
  • Help drive the Sprig product roadmap as you bring the voice of your customers into planning meetings.

Your Strengths

  • 2-3 years of experience in a customer success role; experience at an analytics-focused software company a plus.
  • A track record of successfully managing multiple projects and programs, setting priorities, and staying organized while managing a diverse book of business.
  • Proven experience leading cross-functional initiatives with customers that drove success, including significantly increasing adoption/engagement, turning senior stakeholders into champions, and driving account growth.
  • Excellent communication and relationship skills; you enjoy building relationships, overcoming obstacles, and conducting strategic customer communications.
  • A self-starter, highly motivated, and comfortable working cross-functionally in a fast-paced environment.
  • Ability to move fast, be adaptable, and improvise on the fly; experience at a high growth startup a plus.

Benefits & Perks

  • Competitive Salary
  • 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 2x 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.

We’re “Great Place to Work” Certified! Check out our profile.

Employee Pay Disclosure

The base salary range for this full-time position is $120,000 - $140,000 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. Please note that the compensation details listed in postings reflect the base salary only, and do not include equity or benefits.

***Please beware of scammers who are posing as Sprig and Sprig team members. Our recruiters use email addresses exclusively. We do not conduct interviews via text or instant message, and we do not ask candidates to purchase equipment through us or solicit money from you. If you have been contacted by someone claiming to be from a different domain about a job offer, please report it as potential job fraud to law enforcement and contact us here.***