Client Success Manager

Overview: Sprout is a global IT hardware retirement provider for hyperscaler and enterprise clients. We leverage a nationwide footprint (and international partner network) combined with proprietary software to enable efficient end\-to\-end IT asset disposition with a focus on data\-bearing devices from the client to the cloud. The company is headquartered in Charlotte, NC with additional operations near Sacramento, Dallas, and Boston. Sprout provides software and services to clients in the form of our IT Asset Disposition, Certified Destruction, and Responsible Recycling solutions. Since our founding as an electronic waste startup from a Duke University dorm room in 2014, we have been expanding at an average rate of \>66% each year. By adhering to our 3 values (One Sprout, Deliver Excellence, and Integrity Matters), we are proud of our culture to move at \#SproutSpeed to become the emerging leader in our industry. For more information, please visit: www.sproutup.com. As a Customer Success Manager, you own a book of ITAD accounts end\-to\-end — and you're measured on two things above all else: keeping those customers renewing and growing the revenue Sprout earns from them. You are the trusted advisor who turns a one\-time IT asset retirement job into a long\-term, multi\-year partnership. Responsibilities: Account Management* Own a defined book of ITAD accounts, sized to your experience level, with renewal and retention as your core mandate * Lead new customer onboarding end\-to\-end — Salesforce/IT system setup, user training, and recurring program cadence * Manage customer jobs end\-to\-end, partnering with Logistics to clear pickup blockers and keep execution on schedule * Monitor SLAs and account health continuously, escalating internally on delivery risk before it becomes a retention issue Customer Relationship \& Communication* Serve as the primary point of contact and trusted advisor for every account in your book * Advocate for the customer internally — partner with Operations and 3PO vendors to root\-cause and close service gaps * Communicate proactively across phone, email, and in person, closing the loop until the customer is genuinely satisfied * Lead recurring business reviews that keep customers informed on program health, cost savings, and compliance Retention \& Churn Avoidance* Own 100% net revenue retention across your book of ITAD accounts * Proactively flag churn risk signals — volume drop\-off, delayed pickups, unresolved escalations, changes in customer ownership or budget — before they threaten renewal * Hit CSAT 8 / NPS 75, resolving detractors before they become a retention risk * Build renewal timelines into every account plan, engaging customers well ahead of contract end dates rather than at the deadline Revenue Growth* Identify and pursue upsell/cross\-sell opportunities — new device types, new sites, additional services — as a standing part of your book * Own and report progress against account growth ta