Customer Success Manager

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 4x week (Wed: WFH).

Responsibilities

• 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
• Our Commitment to Diversity and Inclusion
• We prioritize diversity within our team and value

Benefits

Additional Information

About Sprig Sprig is the customer survey platform, rebuilt around AI agents. For two decades, teams have relied on Qualtrics, Medallia, and SurveyMonkey to understand their customers. These platforms were built for a slower era, with manual setup, fragmented workflows, and insights that arrive too late to shape decisions. The gap between how fast products move and how fast research can keep up has never been wider. We're building something different. With Sprig, AI agents design studies, adapt surveys in real time, and turn responses into clear, actionable insight. Teams move from question to evidence in hours instead of weeks, without sacrificing rigor. Product teams no longer guess. They know. Our mission is to make deep customer understanding effortless and always on, so the best teams in the world can build products their customers love. Companies like Microsoft, DoorDash, Notion, Figma, Coinbase, and TripAdvisor use Sprig to stay close to their users. Backed by $85M from Andreessen Horowitz, Accel, and First Round Capital, we're growing quickly across the world's leading product organizations. The category is being rebuilt, with AI at the core. If you're excited by hard problems and the chance to define how modern teams understand their customers, we'd love to meet you.

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