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Strategic Customer Success Manager

San Francisco, CA or New York City, NY

About Sprig

Sprig is empowering the fastest-growing and largest companies to build digital products for people, not just data points. Our platform enables product teams to ask any question about their product, observe user interactions, and receive actionable product recommendations to drive success. Today, we’re proud to partner with industry leaders like Notion, Figma, Ramp, Robinhood, Coinbase, and TripAdvisor, helping them build world-class products.

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. 

As part of a new AI agent ecosystem, Sprig will collaborate with generative design and coding platforms to create a future where product teams will guide AI platforms in continuously adapting and improving products.

If you’re passionate about redefining how products are built and want to be part of a team that’s leading the future of autonomous product development, we’d love to have you join us. Learn more about our mission, values, and how you can be part of this exciting journey here.

About the Role

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

In this role, you will be responsible for managing the end-to-end customer experience, from onboarding through engagement, for a small number of large customers. 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 out of our San Francisco or New York City office 4 days per week. 

Your Impact

  • Strategic success management focused on delivering value through daily interactions with high value customers, including account and success planning.
  • Implement a client-focused strategy to build trusted advisor relationships with multi-departmental teams within enterprise clients by consistently delivering measurable value.
  • Leverage data analytics to uncover usage trends, pinpoint upsell opportunities, and identify areas where customers may require extra support, fueling upsells and cross-sells.
  • 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.

Your 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 presenting to various stakeholders.
  • Technical aptitude and/or sales background.
  • The ability to travel 25% of the time.

Benefits & Perks

  • 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

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.

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. 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 @sprig.com 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.***

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