Customer Marketing Manager

Description

Sprout is seeking a customer-centric, data-driven Customer Marketing Manager to lead our onboarding, adoption, and retention initiatives. This role is critical to ensuring that our customers have a smooth onboarding experience, adopt key product features, and remain engaged throughout their lifecycle with us. As the Customer Marketing Manager, you will develop strategies and execute programs that drive customer success and long-term satisfaction, ultimately leading to higher retention rates and stronger customer relationships.

We’re looking for a proven marketing professional with experience in B2B tech or SaaS environments who understands the customer journey and can build scalable, personalized experiences that drive product adoption and foster engagement.

Why join Sprout’s Marketing team?

As a member of Sprout’s Marketing department, you’re an integral part of empowering and inspiring our customers and driving the growth of our business. As a true partner to Sales and Success, we are accountable to—and responsible for—driving significant revenue across new business acquisition and customer growth. Together, we make up our revenue organization where we lead our go-to-market strategy and establish our goals as one unified team. We put our customers at the center, we’re driven by results and passionate about our impact on the overall strength and health of Sprout. As individuals, there’s no shortage of opportunities to learn and grow in your current role and beyond. Here, we just really want you to do your best work, be creative, take risks and make mistakes. You create your own path. 

What you’ll do

• Own and execute customer onboarding programs, including the implementation of content strategy and product training, ensuring customers quickly realize the value of our products.
• Drive customer adoption and retention by developing strategies that encourage engagement with key product features and deepen customer understanding.
• Collaborate with cross-functional teams (Customer Success, Growth Marketing, Product) to optimize the customer experience across the entire lifecycle, with a focus on key stages such as onboarding, adoption, and renewals.
• Leverage customer insights to inform and refine onboarding and retention programs, ensuring all efforts are customer-centric and data-driven.
• Create campaigns that celebrate customer milestones, including achievements, product usage anniversaries, and success stories, to reinforce customer loyalty.
• Analyze program performance and adjust strategies based on insights, continuously striving for improvements in engagement, adoption, and retention.

What you’ll bring

We’re seeking a collaborative and results-oriented marketer who is passionate about enhancing the customer experience. This role requires a creative thinker who can both develop strategies and execute them with precision.

The minimum qualifications for this role include:

• 8+ years of relevant marketing experience. 
• 5+ years of experience in customer marketing, onboarding, or a related field.
• Proven ability to develop and manage marketing programs that drive adoption, retention, and engagement.
• Experience collaborating with cross-functional teams in a fast-paced, SaaS or B2B tech environment.
• Excellent communication and storytelling skills, with the ability to translate customer needs into actionable marketing strategies.
• High attention to detail and project management skills.

Preferred qualifications for this role include:

• Experience working with customer engagement platforms and marketing automation tools (e.g., Marketo, HubSpot, Salesforce, or Pendo).

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Complete Sprout’s New Hire training program alongside other new Sprout team members and understand the value that Sprout delivers to our customers.
• Meet with members of the marketing team in 1:1s to understand the customer marketing team, the customer journey and team responsibilities
• Get to know your peers and key stakeholders across Revenue Marketing, Product Marketing, Brand Creative, Product, Growth, Sales and Customer Success to understand current working relationships
• Familiarize yourself with Marketing and Brand Creative process and rituals (i.e. how we get work done), learn our Agile framework and understand how to effectively plan for work to get done.
• Develop a firm understanding of Sprout’s existing 1:many onboarding experience
• Start participating in weekly stand-ups, team meetings and marketing and onboarding rituals 

Within 3 months, you’ll start hitting your stride by:

• Familiarize yourself with Sprout’s product strategy and development lifecycle, our release/launch process, marketing campaign framework and more.
• Run the day to day of Sprout’s 1:many onboarding experience
• Propose and begin execution on updates to the self-guided onboarding experience
• Align metrics, strategy and project roadmap with other onboarding stakeholders, including: customer success, growth marketing and product growth

Within 6 months, you’ll be making a clear impact through:

• Interact day-to-day with internal teams including product management, marketing, sales, creative, account management, support and others to extract insights and uncover new opportunities for expansion of onboarding beyond new customers
• Continue to develop strong relationships across the relevant partners responsible for onboarding and customer engagement strategies
• Propose and begin designing + building customer engagement programs beyond the onboarding experience, such as customer engagement, retention and milestone programs

Within 12 months, you’ll make this role your own by:

• Collaborate effectively with cross-functional teams across the business.
• Build quarterly and annual strategies for innovation within our existing onboarding experiential programs and opportunities for expanding our reach through engagement and retention tactics
• Be effectively prioritizing efforts and levers to make the most impact to customer retention and engagement marketing
• Surprise us! Use your unique ideas and abilities to change Sprout in beneficial ways that we haven’t even considered yet

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager..

Our Benefits Program

We’re proud to regularly be recognized for our team, product and culture. Our benefits program includes:

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program 
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and  employee-led diversity, equity and inclusion initiatives.
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.

The base pay range for this role is $90,000.00 - $118,000.00 USD annually. Individual base pay is based on various factors, including relevant experience and skills, the responsibility of the role, and job duties/requirements. In addition to base pay, some Sales and Success roles can earn sales incentives. 

Sprout’s compensation ranges are intentionally broad to allow for our team members' growth within their role. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

Base pay is only one element of an employee's total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan. Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit).  Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution. Sprout offers “Flexible Paid Time Off” and ten paid holidays. We have outlined the various components to an employee’s full compensation package here to help you to understand our total rewards package.

Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate based on identity- race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Learn more about our commitment to diversity, equity and inclusion in our latest DEI Report.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster  (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency Statement. 

When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. Your personal data will be shared with Greenhouse Software, Inc., and Crosschq, Inc., cloud services providers located in the United States of America and engaged by Sprout Social to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, by clicking “Submit Application” on this site, you consent to the transfer of your personal data to the United States. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law. 

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