Technical Customer Success Manager

Position

Technical Customer Success Manager, US

Location: United States (Fully Remote)

Help us define the future of Sprout in the US. As our first US‑based Customer Success Manager, you will be the heartbeat of our North American operations, advocating for our insurance customers, driving momentum, managing complex implementations, and turning business problems into success stories. You will protect and grow ARR while establishing Sprout as a trusted name in the US. Beyond day‑to‑day duties, you’ll help localise our playbook, pave the way for future hires, and directly influence our product roadmap with real‑world market feedback.

---

What You Will Be Doing

• Own the relationship with Sprout customers post‑sale; success depends on on‑time delivery and ROI realisation of US deliveries.
• End‑to‑end project delivery for enterprise customer engagements in North America – onboarding, implementation, adoption, and optimisation.
• Act as the single point of contact for customer stakeholders; build trust with C‑suite, operations, technical, and business teams.
• Develop and execute Success Plans that map product value to measurable business outcomes (KPIs, timelines, adoption milestones).
• Drive adoption, change management, and ROI realisation – run regular business reviews and executive update sessions.
• Manage risks and escalations proactively – ensure on‑time, on‑budget delivery while protecting gross margin.
• Ensure positive NPS score and coordinate with Account Executives to secure contract renewals.
• Identify expansion and up‑sell opportunities – work with Account Executives to convert expansion motions.
• Create and localise processes – partner with Sales, Solutions Engineering, Product, and CS to standardise playbooks and improve processes for North America.
• Produce customer‑facing collateral, onboarding templates, and training documentation.
• Be an active voice of the customer – provide regular feedback loops to Product and leadership that influence the roadmap.

---

What We’re Looking For

Must Haves

• Proven track record of successfully delivering complex software projects; experience navigating complex stakeholder matrices and technical requirements while maintaining high delivery standards.
• Experience serving enterprise customers; ability to gain buy‑in, drive adoption, and deliver measurable outcomes.
• Strong commercial awareness; experience protecting renewals and driving expansion/upsell motions.
• Excellent stakeholder management and executive presence; ability to influence at C‑level.
• Hands‑on project management skills – planning, resourcing, change control, risk mitigation.
• Confident communication; capable of engaging with customers in meetings, writing effective documentation, and handling written correspondence.
• Ability to work independently in an emerging market; comfortable making high‑impact decisions with limited playbooks and in‑time‑zone support.

Nice to Haves

• Experience as a Business Analyst or in a technical role.
• Knowledge of the insurance sector and key pain points experienced by claims teams.
• Experience building AI products.
• Track record of building processes and localising global playbooks for a region.
• Some people‑management experience or mentoring junior EMs/implementation consultants.

---

Language Requirement

• Business‑level Spanish

---

Sprout.ai Values

🌱 Hungry for Growth – Unleash your inner Sprout
Sprouts embrace growth, forget comfort zones, and help Sprout.ai thrive.

🚚 Own It, Deliver It
We commit, we deliver, and we exceed expectations – it’s how we achieve outstanding outcomes for our customers.

🌳 Seed Innovation
The future is shaped by those who dare to innovate. We plant seeds for future growth, experiment fearlessly, and take bold actions that unleash our ability to scale.

🤝 Collaborate to Blossom
We cultivate collaboration, sharing knowledge and supporting one another to grow together.