Customer Adoption Consultant

About the role

As an Adoption Consultant on Sprout Social’s Customer Support team, you’ll drive customer satisfaction, retention, and growth within our rapidly expanding customer base. This role focuses on maintaining strong customer relationships, ensuring successful platform adoption, and delivering customer value across a high volume of accounts. It requires a strong emphasis on efficiency, operational rigor, process improvement, and leveraging technology to scale customer success outcomes.

As a member of Sprout’s Customer Support team, you’ll serve as the face of Sprout to customers while also acting as an internal resource. Our team operates as product generalists, deeply knowledgeable about the entire platform, which creates opportunities to collaborate with Sales & Success, Product, and Engineering teams for training, coaching, and feedback. Unlike traditional support roles, we function as a community with a shared workload, supporting one another to achieve goals and grow in our careers. Customer Support is also a great entry point into tech, as we coach team members on a wide array of skills that prepare them for success across the business.

Responsibilities

• Drive Value & Adoption: Lead training sessions and value discussions to ensure customers effectively utilize Sprout’s core functionalities to meet their strategic goals.
• Scale Customer Success: Execute one-to-many playbooks and leverage self-service resources, such as in-app guidance and knowledge base articles, to drive platform utilization at scale.
• Proactive Health Monitoring: Analyze usage data and health metrics to identify trends, proactively address churn risks, and uncover opportunities for customer growth.
• Efficient Issue Resolution: Resolve customer inquiries promptly using support tools and escalate complex issues to ensure a seamless experience.
• Operational Excellence: Partner with Product and Engineering to identify and implement process improvements and automation that streamline Customer Success operations.
• Team Collaboration: Contribute to collective knowledge by developing internal best practices and resources that help the entire support community grow.

Requirements

You have a passion for helping customers succeed with Sprout and a curiosity about leveraging new technology to deliver best-in-class experiences at scale. You thrive in process-driven environments and operate efficiently to manage customers at scale. You’re comfortable engaging with a diverse range of stakeholders, from social media practitioners at small agencies to directors of marketing at global brands. If helping customers connect our tools to their strategy excites you, this role is an ideal fit.

• Minimum qualifications:
  • 2+ years of customer success experience
  • Strong problem-solving and team collaboration skills
  • Agility and flexibility in a rapidly changing environment
• Preferred qualifications:
  • Familiarity with Sprout Social, influencer marketing, and influencer marketing strategy
  • Experience with Gainsight or other Customer Success management software
  • Experience working within a one-to-many model of customer success
  • Ability to work either PST or MST time zones

Growth Timeline

Within 1 month:

• Complete onboarding and become familiar with the Sprout Social platform, core functionalities, and internal processes.
• Understand the characteristics and needs of Customer Adoption Accounts.
• Begin engaging with customers through initial discussions and training sessions.
• Review and understand existing adoption materials and resources.

Within 3 months:

• Actively respond to customer inquiries, resolve issues, and utilize support tools effectively.
• Monitor customer platform usage and identify areas for improvement in adoption.
• Analyze customer data to understand usage patterns and contribute to process improvements.
• Proactively identify and address customer needs and potential churn risks.

Within 6 months:

• Generate regular reports on customer health and performance.
• Leverage automation tools to improve efficiency.
• Contribute to the development and maintenance of internal knowledge base articles.
• Achieve activity metrics associated with the role to measure customer engagements.

Within 12 months:

• Contribute to the team’s strategic direction by proposing projects and new approaches for customers.
• Become a subject matter expert on our customer success software.
• Understand the entire customer journey and help correct course when customers veer off track.

Note: The timeline above is an ideal progression. Adjustments may occur based on business needs, and additional tasks may be assigned at your manager’s discretion.

Benefits

• Comprehensive Health & Wellness: Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and eligible dependents.
• Premium Mental Health Support: Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
• Retirement Savings: 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
• Financial Security: 100% employer-paid Life and Disability insurance.
• Flexible Paid Time Off: A flexible PTO policy, supplemented with company-wide Rest & Recharge days.
• Paid Parental Leave: Up to 16 weeks of paid leave for new parents.
• Annual Lifestyle Stipend: A $1,000 USD annual Lifestyle Spending Account for physical, mental, and financial well-being.
• Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
• Giving Back: 16 hours of paid volunteer time annually, plus a $100 annual match for charitable donations.
• Additional Financial Perks: Pre-tax commuter benefits, subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support through Your Money Line.

Benefit offerings are discretionary and subject to change.

Pay

Our salary ranges reflect the expected earning potential for this role. Individual pay is based on geographic zone, relevant experience, and skills. The current hiring range for this role is $68,000 – $85,000 OTE annually. OTE (On-Target Earnings) includes a fixed base salary plus incentives at target performance. Incentive compensation varies based on performance. Offers are made within this range, with opportunities to grow within the broader band based on performance and impact.

We have two geographic pay zones in the United States:

• Zone 1 (New York, California, Washington): $74,800.00 - $112,200.00 USD annually
• Zone 2 (All other US states): $68,000 - $102,000.00 USD annually

These ranges were determined using a market-based compensation approach, leveraging data from trusted third-party sources to ensure equitable, consistent, and competitive pay. We evaluate compensation bi-annually and adjust ranges and existing employee compensation as needed to reflect market changes.