Customer Adoption Consultant

Sprout Social is looking to hire an Adoption Consultant for the Customer Support team, based in the Philippines.

The Adoption Consultant plays a critical role in driving customer satisfaction, retention, and growth within our rapidly expanding customer base. You will be responsible for maintaining strong customer relationships, ensuring successful platform adoption, and driving customer value across a high volume of accounts. This role requires a strong focus on efficiency, operational rigor, process improvement, and leveraging technology to scale customer success outcomes.

Why join Sprout’s Customer Support team?

As a member of Sprout’s Customer Support team, your impact is multifaceted. Not only are you the face of Sprout to customers in need of solutions - you’re also an integral internal resource. As product generalists, our team is incredibly skilled and knowledgeable about our entire platform, creating a ton of opportunities for us to partner with teams like Sales & Success, Product and Engineering for training, coaching and feedback. One of the most unique and exciting aspects of our support team is that we don’t have customer assignments or individual workloads—it’s a group workload. We consider ourselves a community and function as such, supporting one another from day one to reach our goals and grow in our career. Speaking of growth, Customer Support is also a great way to enter into tech. We coach folks on a wide array of skills that set them up for success in all parts of our business

What you’ll do

• Drive Value & Adoption: Lead training sessions and value discussions to ensure a high volume of customers effectively utilize Sprout’s core functionalities to meet their strategic goals.
• Scale Customer Success: Execute one-to-many playbooks and leverage self-service resources, like in-app guidance and knowledge base articles, to drive platform utilization at scale.
• Proactive Health Monitoring: Analyze usage data and health metrics to identify trends, proactively address churn risks, and uncover opportunities for customer growth.
• Efficient Issue Resolution: Resolve customer inquiries promptly, leveraging support tools and escalating complex issues to ensure a seamless experience.
• Operational Excellence: Partner with Product and Engineering to identify and implement process improvements and automation that streamline our Customer Success operations.
• Team Collaboration: Contribute to our collective knowledge by developing internal best practices and resources that help the entire support community grow.

What you’ll bring

You have a passion for helping customers succeed with Sprout and a curiosity about how to leverage new technology to deliver best-in-class experiences at scale. You like processes and operate with efficiency to manage customers at scale. You are comfortable talking with anyone from a social media practitioner at a small agency to a director of marketing at a global brand, and everyone in between. If the idea of speaking with a customer and helping them connect our tools to their strategy is your “sweet spot,” this role is for you!

The minimum qualifications for this role include:

• 2+ years of customer success experience
• Strong problem-solving and team collaboration skills
• Agility and flexibility in a rapidly changing environment
• Ability to work either of the following shifts:
  • 6AM - 3PM PHT
  • 1PM - 10PM PHT 

Preferred qualifications for this role include:

• Familiarity with Sprout Social influencer marketing and influencer marketing strategy
• Experience with Gainsight or other CS management software
• Experience working within a one-to-many model of customer success

How you’ll grow

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

• Onboarding and Learning: Become familiar with the Sprout Social platform, core functionalities, and internal processes.
• Understanding Customer Adoption Accounts: Gain an understanding of the characteristics and needs of Customer Adoption Accounts.
• Initial Customer Engagement: Begin engaging with customers through initial discussions and training sessions.
• Resource Review: Review and understand existing adoption materials and resources.

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

• Active Customer Support: Respond to customer inquiries, resolve issues, and utilize support tools effectively.
• Platform Monitoring: Start actively monitoring customer platform usage and identifying areas for improvement in adoption.
• Data Analysis: Begin analyzing customer data to understand usage patterns.
• Process Familiarization: Deepen understanding of and begin contributing to process improvements.
• Proactive Engagement: Proactively identify and address customer needs and potential churn risks.

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

• Reporting: Generate regular reports on customer health and performance.
• Automation Implementation: Leverage automation tools to improve efficiency.
• Contribution to Knowledge Base: Contribute to the development and maintenance of internal knowledge base articles.
• Activity Metrics: Achieving activity metrics associated with the role to measure customer engagements. 

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

• Contributing to the team’s strategic direction - proposing projects and new approaches for our customers.
• Being a SME on our customer success software.
• Understanding the entire customer journey, and ensuring that when customers seem to be going off course, you recognize and help them correct.

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. We invest in our team with a comprehensive benefits program:

• Comprehensive Health Coverage: A 23,299 PHP monthly allowance to cover your health insurance (HMO) needs.
• Premium Mental Health Support: Full access to Modern Health for you and your dependents, including free coaching, therapy sessions, and digital wellness resources.
• Generous Paid Time Off: 24 days of paid leave, 5 sick days, plus regular holidays, special non-working holidays, and company-wide Rest & Recharge days.
• Lifestyle Spending Account (LSA): An annual $500 USD fund to spend on your physical, mental, and financial well-being—from gym memberships to hobbies.
• Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet expenses.
• Standard Compensation & Pay: We provide a 13th-month salary and adhere to all government-mandated pay premiums, including Night Shift Differential (NSD) and holiday/overtime pay.
• Charitable Giving: A company match for your donations to eligible charitable organizations.
• High-Quality Equipment: A 13" MacBook and other high-quality equipment to ensure you can do your best work.

*This list is for informational purposes only. Benefit offerings are discretionary and subject to change and do not constitute a contract or guarantee of benefits.

Our salary ranges reflect the expected earning potential for this role. Individual pay is based on geographic zone, relevant experience, and skills.

Our current hiring range for this role: 760,000 – 950,000 PHP OTE 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. Offers are made within this range, with opportunities to grow within the broader band based on performance and impact.

We share both our current hiring range and our broader geographic salary bands to provide transparency into our compensation philosophy. This ensures you understand not only your starting potential but also the long-term growth opportunities available as you progress in your role.

The full OTE range for this role is 760,000 – 1,140,000 PHP

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.

Candidates for this remote work opportunity must be based in the Philippines. If you are based in another location within APAC, we aren’t able to hire in your location at this time. 

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