Director, Customer Marketing

Description

Sprout Social is looking to hire a Director, Customer Marketing to join the Marketing team. This role will report to the Vice President, Customer & Integrated Marketing.

Why join Sprout’s Marketing team?

As a member of Sprout’s Marketing department, you’re an integral part of inspiring our customers and driving the growth of our business. As a true partner to the Revenue and Customer Experience teams, we are accountable to—and responsible for—driving significant revenue across new business acquisition and customer growth. We center our customers, we’re driven by results and we’re 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. At Sprout, we want you to do your best work, be creative, take risks and make mistakes.

What you’ll do

• Define, own and execute Sprout’s customer marketing strategy, creating a vision and operational plan that increases customer loyalty, retention and lifetime value.
• Evangelize the voice of the customer across the business, researching and analyzing what drives customer delight and dissatisfaction and providing actionable insights.
• Lead and develop a diverse team of customer marketers spanning customer lifecycle, education, community and advocacy, providing coaching and career pathing to cultivate a high-performing team and culture.
• Partner closely with Marketing and Customer Experience leaders (Success, Professional Services, Support and Solutions Engineering) on the strategy and execution for onboarding, adopting and retaining both self-serve and assigned customers.
• Lead our executive engagement strategy and execution, including our Customer Advisory Board and its quarterly virtual and in-person gatherings.
• Own your team’s impact on our company-wide goal of earning customers for life, driving measurable progress in decreasing churn, increasing product adoption and growing gross revenue retention.

What you’ll bring

We are looking for a strategic leader who can confidently bring together cross-functional teams, provide a data-driven point of view and cultivate a high-performing strategy and team. You might be a fit for this role if you:

• Have extensive experience leading and executing holistic, customer marketing strategies that achieve ambitious goals in adoption, retention and growth.
• Bring a deep understanding of B2B customer journeys across segments and personas, and how to engage customers across multiple channels and touchpoints in their lifecycle.
• Foster innovation, creativity and accountability on teams you lead, encouraging colleagues at every level to realize new possibilities.
• Build strong relationships with Marketing, CX and Revenue leaders, providing insights and recommendations to help improve the customer experience and increase retention.
• Embrace a culture of feedback and a growth mindset, proactively sharing your perspective and learning from others.
• Are no stranger to driving change initiatives, launching major cross-functional programs and securing buy-in at all levels—in fact, you thrive when leading through change.

The minimum qualifications for this role include:

• 10+ years of experience in customer marketing, engagement and advocacy initiatives
• 3+ years demonstrated leadership skills, including hiring, mentoring and coaching both individual contributors and people managers
• Proven success as a communicator and cross-functional relationship builder

Preferred qualifications for this role include: 

• Experience in a high-growth B2B SaaS business
• Familiarity with tools like Salesforce, Marketo, Intercom, Insided, UserEvidence, Zendesk, Gainsight or Workramp and their use in a customer marketing context

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

• Experience Sprout’s new hire onboarding program, which includes product training, insight on our company’s mission and vision, and a comprehensive overview of the org. 
• Work with the VP, Customer & Integrated Marketing to set initial priorities, align on expectations for your role and review/define key success metrics to measure progress.
• Get to know members of your team and Marketing’s Senior Leadership Team in 1:1s to understand the customer marketing team, the customer journey and team responsibilities.
• Begin to meet your peers and key stakeholders across Campaigns, Revenue Marketing, Product Marketing, Marketing Operations, Brand Creative, Product, Growth, Product Ops, Customer Success and Customer Support to understand current working relationships.
• Familiarize yourself with Marketing and Brand Creative process and rituals (i.e. how we get work done), and understand how to effectively plan for work to get done.
• Develop a firm understanding of our product, marketing strategy and OKRs, as well as Sprout’s existing customer marketing plays and customer experience.
• Start participating in team rituals like 1:1s, stand-ups and team meetings.

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

• Familiarize yourself with Sprout’s product strategy and roadmap, our quarterly product launch program, marketing campaign framework and more.
• Present your vision and strategic recommendations for customer marketing to senior leaders and cross-functional stakeholders, incorporating insights and observations you’ve gathered from your first few months.
• Begin developing strategies, managing goal setting and establishing integrated reporting rituals for your team.
• Contribute to Customer and Integrated Marketing team rituals like a monthly all-hands and team onsite, facilitating discussions on performance, opportunities and team-building.
• Establish regular communication rituals and touchpoints with stakeholders.

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

• Implement the strategy and roadmap you’ve developed as you manage change, assess results and continue to learn and grow.
• Work collaboratively with internal teams across Marketing, Success, Support and Product to guide customer research initiatives and action planning and identify opportunities.
• Begin designing, building, testing and optimizing new programs and initiatives to drive retention and loyalty.
• Partner closely with the Expansion Campaigns team to ensure a cohesive and strategic approach to customer experience and growth.
• Invest in your team’s development through coaching, identifying team or individual Grow@Sprout (learning and development) opportunities and providing regular feedback.

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

• Prioritize efforts and levers to make the most impact to customer education, engagement, loyalty and advocacy.
• Lead annual planning for your team in conjunction with department- and org-wide planning processes.
• Confidently and proactively push the creativity of our collective work to deliver on our value of “Be a Joy to Work With” for all Sprout customers. 
• Surprise us! Use your unique ideas and abilities to change Sprout in 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 $170,000.00-$205,000.00 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. 

#LI-REMOTE