Director, Customer Success - West

About the role

The Director of Customer Success is a senior leader responsible for building, scaling, and operating Sprinklr’s Customer Success organization for enterprise and strategic customers. This role leads Customer Success Managers to drive adoption, value realization, retention, and long-term customer outcomes across the Sprinklr platform.

Responsibilities

• Lead and Scale Customer Success
  Build, lead, and develop a high-performing team of Customer Success Managers
  Define engagement models across onboarding, adoption, value realization, and renewal
  Establish consistent standards for success planning, customer engagement, and value delivery
  Align coverage models to customer segments and commercial priorities

• Drive Adoption and Customer Outcomes
  Own CSM performance across adoption, customer health, retention, and expansion
  Ensure measurable customer success plans aligned to business KPIs and Sprinklr capabilities
  Standardize usage diagnostics, workspace audits, and adoption playbooks
  Translate product usage into clear ROI and executive-level value narratives
  Identify and remove systemic adoption blockers cross-functionally

• Executive Engagement
  Serve as executive sponsor for high-value and at-risk accounts
  Build relationships with senior stakeholders (CMO, CDO, CX, Digital leaders)
  Lead executive conversations on transformation progress and business outcomes
  Support critical renewals and escalations with strong executive presence

• Develop High-Impact Teams
  Recruit, onboard, and coach top-tier CSMs and frontline leaders
  Elevate teams to act as strategic advisors
  Build strengths in value realization, executive communication, and product fluency

• Cross-Functional & Operational Leadership
  Partner with Sales, Services, Product, and Support for a seamless customer experience
  Represent the voice of the customer internally
  Own forecasting for customer health, renewal risk, and expansion
  Run a rigorous operating cadence and optimize team capacity and coverage

Qualifications

• Bachelor’s degree; advanced degree preferred
• 10+ years in Customer Success, Consulting, or SaaS; 5+ years leading enterprise teams
• Strong expertise in customer lifecycle management, adoption, and value realization
• Experience with enterprise SaaS platforms (Marketing, CX, or Contact Center)
• Executive stakeholder management and strong operational rigor

What Sets You Apart

• Proven ability to build outcome-driven, product-led CS organizations
• Strong at linking adoption to measurable business impact
• Executive presence with customers and internal leadership
• Passion for building high-performing teams

Benefits

• Compensation Range: $146,000 - $244,000
  Base salary range shown above. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location.

• Total Rewards Package: The successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan, and/or equity plan, depending on role.

• Benefits: US-based Sprinklr employees are eligible for a highly competitive benefits package, including a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

Warning about Recruiting Scams

Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams. If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.