Customer Success Manager at Sprig

ABOUT SPRIG Sprig is building the AI-native successor to legacy survey tools, like Qualtrics, Medallia, and SurveyMonkey. We believe the future of experience research won’t be powered by slow, siloed platforms. It will be fast, intelligent, and deeply integrated into how modern teams build great products. Our mission is to make deep customer understanding effortless and always on. With Sprig, product teams no longer guess. They know. We are creating a future where AI uncovers insights, accelerates workflows, and enables teams to deliver exceptional customer experiences in real-time. Companies like Notion, Figma, Coinbase, and TripAdvisor already use Sprig to stay closer to their customers than ever before. We’re scaling quickly toward $100M ARR, launching new AI-powered capabilities, and expanding our impact across the world’s most innovative companies. If you're energized by bold ideas, rapid growth, and the opportunity to redefine an entire category, we'd love to meet you. ABOUT THE ROLE Join Sprig as a Customer Success Manager, where you’ll partner with a diverse portfolio of fast-growing companies to drive measurable impact and help them achieve their business goals. In this role, you’ll act as a strategic advisor to product and research leaders, helping customers deeply understand their users, adopt Sprig across teams, and realize sustained value from our platform. You will own the end-to-end customer lifecycle for a portfolio of Mid-Market accounts, spanning onboarding, adoption, expansion, and renewal. This role is highly cross-functional and requires a proactive mindset to identify growth opportunities and drive best-in-class Net Revenue Retention (NRR). As a key member of the Sprig team, you will be the voice of the customer, translating user feedback into actionable insights for our Product team. This role is based out of our vibrant downtown San Francisco office 4 days per week, conveniently located steps away from Montgomery BART/MUNI. YOUR IMPACT - Drive Portfolio Growth: Manage post-sale success for a book of Mid-Market accounts, focusing on retention and expansion through proactive success planning and commercial alignment. - Identify Expansion Opportunities: Analyze product usage data to uncover upsell/cross-sell opportunities, identifying adoption gaps and mapping Sprig’s value to the customer’s evolving business needs. - Strategic Advocacy: Build strong relationships with key stakeholders to ensure Sprig is integrated into their daily workflows and seen as an essential partner in their product development lifecycle. - Streamlined Onboarding: Lead efficient onboarding and enablement sessions, ensuring new customers realize value quickly and adopt best practices from day one. - Commercial Partnership: Partner closely with Sales and Account Management to secure renewals and support the development of expansion proposals and business reviews. YOUR STRENGTHS - 1–3 years of experience in Customer Success, Account Management, or a related client-facing role (SaaS experience preferred). - Results-Oriented: A proven track record of meeting or exceeding retention and expansion targets within a dedicated book of business. - Analytical Mindset: Comfortable using data and product usage metrics to "tell a story" and provide proactive recommendations to customers. - Agile Communicator: Strong presentation and communication skills, with the ability to build rapport quickly and influence stakeholders at the Manager and Director levels. - Process-Driven: Highly organized with the ability to manage multiple priorities and accounts simultaneously without letting details fall through the cracks. - Collaborative Spirit: Experience working cross-functionally with Sales, Product, and Support teams to solve customer challenges and drive platform improvements. Adaptability: Thrives in a fast-paced, "builder" environment and is excited about helping refine Mid-Market success strategies as Sprig scales. BENEFITS & PERKS - Competitive Salary - Competitive Employee Equity - 401K Program - Medical, Dental, and Vision Benefits - FSA/HSA Benefit - $175/month Commuter Benefit - Additional Wellbeing Benefits - Flexible Paid Time Off - Paid Parental Leave - Professional Development Stipend - Hybrid Office Policy - Lunch and dinner daily - Company Sponsored Social Events At Sprig, we pride ourselves on being a people-first company, where your contributions truly matter and are valued. We were recently awarded by Fortune as top 50 best places to work in the US, and top 50 Places to Work in the Bay Area by Built In. Come join our mission of building products users love and have a real impact on Sprig’s future. OUR COMMITMENT TO DIVERSITY AND INCLUSION We prioritize diversity within our team and value different perspectives, educational backgrounds, and life experiences. We encourage people from underrepresented backgrounds to apply. EMPLOYEE PAY DISCLOSURE The salary range for this full-time position is $120,00 - $150,000 + Equity + Benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all locations (San Francisco, CA; New York, NY). Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in postings reflect the base salary only, and do not include equity or benefits. ***Please beware of scammers who are posing as Sprig and Sprig team members. Our recruiters use @sprig.com email addresses exclusively. We do not conduct interviews via text or instant message, and we do not ask candidates to purchase equipment through us or solicit money from you. If you have been contacted by someone claiming to be from a different domain about a job offer, please report it as potential job fraud to law enforcement and contact us here.***