Head of Customer Success

San Francisco, CA, United States

About Sprig

Sprig is a user insights platform backed by top-tier investors, including Andreessen Horowitz, Accel, and First Round Capital. Our suite of products enable our customers to combine traditional analytics with qualitative product data so they can build an exceptional product experience for their users. Leading tech companies like Notion, Square, Dropbox and Figma use Sprig to build best-in-class, customer centric products. Most recently, we've partnered with Calendly and TripAdvisor and continue to see exceptional growth and diversity within our customer base.

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.

More about our mission, values, and why it's a great time to join us can be found here.

About the Role

We're looking for a Head of Customer Success to lead our Customer Success team. Reporting directly to our CEO, you'll work together to achieve our ambitious revenue goals and accelerate the company's growth by developing strategies to ensure the success and satisfaction of our valued customers.

You will play a critical role in driving customer retention, expansion, loyalty, and advocacy. Your primary objective will be to build strong relationships with our customers, understand their needs, and champion their interests within the organization.

This leadership role is for someone who can adapt and succeed in a dynamic environment and guide a high-performing team to exceed targets. You'll partner closely with our Head of Sales, Head of Marketing, and other leaders at the company.

This role is based in-office in San Francisco or New York with the flexibility to work remotely 1-2 days per week.

Your Impact

Define and execute our customer success strategy: Develop and execute a comprehensive success strategy aligned with Sprig's goals and objectives while monitoring key performance indicators to measure your team's success and effectiveness of customer success initiatives.

Strengthen and maintain customer relationships : Build and maintain strong relationships with key customers, serving as a point of contact to understand their needs, concerns, and identify opportunities for collaboration and growth.

Customer Onboarding and Adoption: Oversee the customer onboarding process to ensure a smooth and successful implementation of the Sprig product, working closely with cross-functional teams (sales, marketing, product development) to drive adoption and usage of our products.

Manage Customer Retention and Renewals: develop and implement strategies to drive customer retention, renewals, and expansions. Proactively identify at-risk customers and develop intervention plans to mitigate churn while collaborating with sales and finance on renewal negotiations and upsell opportunities.

Build and lead a high-caliber customer success team: Recruit, onboard, coach, and motivate customer success managers and collaborate closely with our customer success engineers and support specialists.

Your Strengths

8+ years of customer success experience, preferably in SaaS platform software with at least 3 of those years working with enterprise accounts (customers w/ 1k+ employees).

2+ years of experience managing a customer success team.

Entrepreneurial spirit - Must be a self-starter with a strong desire to learn and grow, preferably with experience working in a growth stage (Series A to Series D) startup environment.

Category experience managing B2B accounts with a digital presence (web, app, mobile).

Ability to align the team on identified metrics, assess account health scores, and respond strategically in order to meet and exceed NRR and ARR targets.

Strong work ethic and competitive mindset - You'll work hard and motivate your team to do the same, bringing out their full potential.

Adaptability - You understand that change is constant and you embrace it, you move quickly, and you encourage continued improvement.

Benefits & Perks

Competitive Salary

Competitive Employee Equity

401K Program

Medical, Dental, and Vision Benefits

FSA/HSA Benefit

$150/month Commuter Benefit

Additional Wellbeing Benefits

Flexible Paid Time Off

Paid Parental Leave

Professional Development Stipend

Hybrid Office Policy

Lunch available 5x a week in SF and NYC

Dinner available 2x a week in SF

Company Sponsored Social Events

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.

We're "Great Place to Work" Certified! Check out our profile.

Employee Pay Disclosure

The base salary range for this full-time position is $230,000 - $290,000 OTE + 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.***