Director - Customer Adoption

Description

Sprout Social is looking to hire a Director, Customer Adoption for the Customer Experience team.

Why join Sprout’s Customer Experience team?

Sprout Social’s Customer Experience division is evolving to meet the future of customer engagement. With a high bar for excellence and innovation, the Support & Adoption Operations team combines world-class support with proactive, data-driven engagement. Our mission is to revolutionize how we empower customers by leveraging automation, insights, and operational rigor to deliver adoption, retention, and growth at scale.

The Director of Customer Adoption will not only design the strategy for scaled success, but also optimize the team and operating model to execute it. You will be responsible for setting and tracking performance metrics across the scaled book of business, ensuring the team is accountable to adoption, logo retention, and Net Dollar Retention (NDR) goals. This role will establish clear KPIs, introduce stretch goals, and create reporting frameworks that make progress visible at every level of the organization. As both a strategic leader and operational driver, you will build scalable systems and team structures that consistently deliver measurable impact for customers and for Sprout.

The ideal candidate is both visionary and operational. You can architect scalable systems that marry proactive customer strategy with operational excellence, and you are energized by cross-functional collaboration across Support, Success, Sales, Product, and Data teams.

What you’ll do

• Build & Scale Adoption Frameworks Design, operationalize, and continuously refine scalable adoption programs, blending automation, Gainsight playbooks, and digital-first engagement strategies.

• Operationalize Risk & Opportunity Signals Partner with Ops and Data teams to surface leading indicators of risk (low adoption, disengagement, churn behaviors) and opportunity (expansion, upsell readiness). Translate insights into actionable workflows for customer operations and success teams.

• Drive Proactive Customer Engagement Create lifecycle-based engagement models spanning onboarding, utilization, expansion, and renewal readiness. Ensure customers receive timely and value-focused outreach that accelerates adoption and reduces churn.

• Own Systems & Tools Strategy Partner with Success and Support Ops to optimize Gainsight, Zendesk, and other CX tools for scaled adoption. Ensure workflows, CTAs, and dashboards align to business priorities and enable efficient execution.

• Partner Cross-Functionally Serve as the connective tissue between CX, Product, and Revenue teams, ensuring customer insights are shared, acted on, and tied back to measurable business outcomes.

What you’ll bring

The minimum qualifications for this role include:

• 10+ years of experience in Customer Success, Scaled Success, Support Operations, or related SaaS CX leadership roles

• 3+ years in people management, with demonstrated success leading high-performing, cross-functional teams

• Expertise in designing scaled engagement strategies, lifecycle playbooks, or digital adoption programs

• Strong operational acumen with experience in Gainsight (or similar), Salesforce, and CX engagement tools

• Data-driven decision maker with proven ability to define and track KPIs that drive adoption, retention, and growth

Preferred qualifications for this role include:

• Proven experience leading Customer Success or Operations functions in high-growth SaaS environments, with a focus on scaling teams, processes, and systems from the ground up

• Demonstrated success driving automation, AI/ML-driven insights, or digital engagement strategies

• Strong executive presence and communication skills, with the ability to influence across senior stakeholders

• Passion for operational excellence and continuous improvement in the customer experience

How you’ll grow

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

• Complete Sprout’s onboarding, gaining a deep understanding of our products, values, and customer engagement model

• Build relationships with Support, Success, Product, and Revenue leaders

• Review current team workflows in Gainsight and Zendesk, CTAs, and adoption playbooks

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

• Define a clear vision for scaled adoption strategy across lifecycle stages (onboarding, utilization, renewals, expansion)

• Partner with Operations to establish reporting frameworks and dashboards that track customer health, adoption, retention, early signals of churn, and team performance

• Set KPIs and stretch goals for the team aligned to business priorities

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

• Launch at least two new scaled adoption initiatives, leveraging automation and data-driven insights

• Drive measurable improvement in adoption KPIs (logins, feature usage, active users) across the Foundations book of business

• Partner with Product and CX Ops to surface and act on the top 5 customer risk trends

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

• Deliver a measurable increase in adoption and retention within the scaled segment

• Optimize the team and operational structure to support global growth and future scale

• Establish Sprout’s Adoption Operations team as a model of innovation and operational excellence in the SaaS industry

• Surprise us—bring a new idea or approach that transforms the way we engage customers at scale

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.

In the United States, we have two geographic pay zones. This role’s On Target Earnings (“OTE”) for new hires in each zone are:

• Zone 1 (New York, California, Washington): $142,560 (min), $178,200 (mid), $196,020 (max) USD annually

• Zone 2 (All other US states): $129,600 (min), $162,000 (mid), $178,200 (max) USD annually

OTE is governed by an incentive plan. It is the sum of a fixed base salary plus incentives at target performance. Incentive compensation will vary based on performance. The minimum amount earned is the fixed base salary. 

The listed ranges represent the expected earning potential in this position. Starting salaries for well-qualified new hires are typically around the midpoint of the range. 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.

OTE 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. 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. Because Sprout Social is a federal contractor, we affirmatively recruit individuals with a disability and protected veterans. Learn more about our commitment to diversity, equity and inclusion in our latest DEI Report.

If you require a reasonable accommodation for any part of the interview process or to submit your application, please email us at accommodations@sproutsocial.com. Include the nature of your request and your preferred contact information. We'll do everything we can to support your success during our recruitment process while upholding your privacy. Please note that only inquiries regarding accommodations will receive a response from this email address; other inquiries will not be addressed (e.g., you send your resume but are not requesting an accommodation). 

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster and (2) Sprout Social's Affirmative Action Statement. 

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law. 

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