Customer Success Manager
Job Description: Customer Success Manager
Sprout is a trusted stakeholder management software-as-a-service that helps companies better manage their equity, employee share options and digital assets. The founders of Sprout are experienced startup veterans who noticed both service and knowledge gaps in how we manage this. Our mission is to create transparency and democratize economic empowerment and stakeholder management for everyone. We teach people how to turn equity and tokens into the most powerful stakeholder engagement tool.
Roots was founded by Andy Lee, an ex-Uber APAC senior executive, and Tony Sun, a China product and engineering leader, who both have a combined 40-years of experience launching organizations and growing teams to scale. We were founded in 2019 and we are backed by a group of prominent early-stage investors.
For What We Are Hiring
We are looking for a Success Manager who can leverage deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Sprout. They are aligned at key stakeholder level, building and fostering strong relationships to help customers progress on their digital journey. Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on customers needs.
Team You Are Joining
The Success team at Sprout is a key part of the broader business and partnerships organization. Our success team manages the full lifecycle of our customers, from early stage through and past IPO. Our team manages our key customers, with complex and custom needs and configurations. Our customers often drive the direction of our product and vision and this team is an active participant. This team is hyper-focused on the health, growth, and evolution of these relationships, and is purely dedicated to their success.
This team is closely situated at the intersection of our customers, business, product and engineering teams. Success team is the champion for multiple parties as they analyze and share marketplace insights and internal feedback.
Problem You Will Solve
As a Success Manager, you will ensure the maximum value is derived from our products and services, by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives.
You will demonstrate hands-on Sprout product knowledge by applying platform features and functions to customer business priorities and roadmap. You will produce and execute a comprehensive success path showing the current state, target future state with timeline aligned to the customer’s business goals and objectives as part of customer retention. You will collaborate with the account team and Sprout executives to effectively network within accounts from the Executive-Level down. When appropriate, you can recommend additional Sprout services and advisory experts needed to drive success. You will proactively communicate technical product changes, degradations, outages, end of life and other relevant updates.
You will cultivate relationships with external users and strategize to make them our champions. You are the customer’s first point of contact, their key problem solver and able escalate issues whenever necessary. You can competently run demos, evangelize to new users and communicate the value proposition. You will also serve as a consultative representative of Sprout, meeting with customers to also generate referrals.
At Sprout, and particularly within this role, a successful Success Manager will have the ability to wear many hats and manage effectively in a fast-paced, startup environment. You have authentic relationship building skills and are self-driven — almost to the point of operating at superhuman speeds. You are detailed, organized, strategic and even creative with solving problems for customers.
About the Role
You are a savvy relationship manager; you will also act as your customers’ champion and be the voice of the customer and manage internal relationships. You collaborate with Product Management on solving issues, shaping future products and understanding the products and services we offer. You will internally “sell” ideas and collaborate with peers across Sprout to leverage contacts across all regions, and work cross-functionally with the rest of the team.
In this role, you will also map, categorize and track the customer community that influences our prospects and customers. You will gather and share industry trends, competition, and market insights from the larger community to champion our partners and inform our strategic planning.
You will have 5-8 years of prior experience in Customer Success or Account Management, preferably in a SaaS environment. Will have strong and strategic interpersonal and organizational skills and demonstrated ability to work through difficult conversations, with the goal of preserving relationships and growing the business. You are a skilled listener, facilitator and negotiator. Your friends and associates note your skills in diplomacy, tact and with poise under pressure, and a high tolerance for ambiguity. You also have a growth mindset and are proactive with a bias for action.
You are driven, intellectually curious and a fast learner of new businesses. You have extensive knowledge or strong sense of organization, prioritization and what good structure and processes looks like. Part of the role also requires prior experience with analysis/analytics, CRM and customer success tools. You possess executive engagement skills and fluency in an Asian language such as Cantonese / Mandarin / Bahasa language and in business culture.
Finally, but not least, you operate transparently and as a team player with a strong value system and ethics. We are building stakeholder management tools for teams so we will lead by example with a world class culture that promotes diversity and inclusion and enables our people to reach their maximum potential.
Compensation and Benefits
You will have a unique opportunity to join a startup and learn the best practices from Silicon Valley and Asia Pacific against the backdrop of an emerging ecosystem in Hong Kong or Singapore. This is a rocketship startup in which you will learn and be compensated with a combination of cash and an equity stake that will also grow as we hit operational and strategic milestones. We offer an expanding range of benefits, including daily lunch, full health insurance, housing and other reimbursement programs. Other perks will be related to creating a fun, comfortable working environment that seeks to balance and award outright hustle and a sustainable work-life balance.
Please send a cover letter and your CV to careers(at)getsprout.co