Technical Customer Success Manager, US

Location: US
Working Pattern: Fully Remote
Salary: Up to $150k (dependent on experience)

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. We are looking for a relentless advocate for our insurance customers - someone who can drive momentum, manage complex implementations, and turn business problems into success stories. You will be responsible for protecting and growing ARR while establishing Sprout as a trusted name in the US. Beyond the day-to-day, this is a chance to leave your mark: you’ll help localise our playbook, pave the way for future hires, and directly influence our product roadmap with real-world market feedback.

• Own the relationship with Sprout Customers post-sale - your success will be contingent on the on-time delivery and successful ROI realisation of Sprout’s US deliveries.

• End to end project delivery for enterprise customer engagements in North America - through onboarding, implementation, adoption and optimisation.

• Act as the single point of contact for customer stakeholders - build trust with C-suite, operations, technical teams, 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.

• Customer Satisfaction - ensure positive NPS score with your customers and work in coordination with Account Execs to secure customer contract renewals.

• Identify expansion and up-sell opportunities - coordinate with Account Execs to convert expansion motions.

• Create and localise processes - partner closely with Sales, Solutions Engineering, Product, and CS to standardise playbooks and improve processes for North America.

• Create customer-facing collateral, onboarding templates, and training documentation.

• Be an active voice of the customer - regular feedback loops to Product and leadership that influence the roadmap.
  

Must Haves

• A proven track record of successfully delivering complex software projects - can draw on previous experience delivering complex software products, navigating complex matrixes of stakeholders and technical requirements while maintaining a high-standard of delivery.

• Experience serving enterprise customers - able to navigate sophisticated organisations, gain buy-in from stakeholders, 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 - should be able to engage with customers in meetings, write effective documentation, and 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 working as a Business Analyst or in a Technical role.

• Knowledge and understanding of the Insurance sector, and the 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 experience mentoring junior EMs / implementation consultants.

• Business level Spanish
  

🌱 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 embrace this mindset, planting the seeds for future growth, experimenting fearlessly and taking bold actions that unleash our ability to scale.

🤝 Collaborate to Blossom - We cultivate collaboration, working together to create a vibrant and diverse ecosystem where every Sprout can thrive. It drives better results, and creates a better environment for us all.

• Strong Base Salary

• Sprout.ai Share Options

• Fully remote working

• Learning and Development budget

• Macbook Pro + home working setup

Founded in London in 2018, Sprout.ai was born from a simple belief: insurers should be there for policyholders in their time of need. Long delays, manual processes and outdated systems meant customers were often left waiting weeks for outcomes at their most vulnerable moments. We set out to change that.

Today, Sprout.ai is redefining insurance automation for insurers. Acting as the intelligence layer at the heart of operations, we bring advanced AI, digitisation, and data-driven processes to transform how claims and underwriting decisions are made.

Our mission is to make every interaction between insurers and policyholders accurate, fast, and fair, and our vision is to become the world’s most trusted insurance intelligence partner, powering billions of safe, explainable decisions for global insurers.

Sprout.ai integrates seamlessly into existing systems to deliver real-time claims automation and actionable insights, enabling expert teams to focus on complex cases with speed and empathy. Insurers use our platform to overcome legacy challenges, cost pressures, fraud risk, and regulatory demands, achieving tangible results including:

• Up to two-thirds of claims processed automatically

• 99% accuracy

• Significant gains in customer satisfaction and operational efficiency

Backed by leading insurers and recognised with industry awards and ISO 27001 certification, Sprout,ai is the insurance intelligence automation platform injecting insights into claims and underwriting — changing insurance, for good.