Sr. Customer Success Manager

About the role

Sprinklr’s Customer Organization focuses on four strong pillars of Client Experience, Operational Excellence, Profitable Growth and Team & Culture. The Customer Success Manager aligns highly skilled expertise, thought leadership and program management, and unlocks the deepest level of partnership with customers.

Responsibilities

• Manage a portfolio of customers at scale, delivering proactive guidance, adoption support, and value realization across multiple accounts simultaneously through a structured engagement model.
• Prioritize customer needs effectively and drive outcomes through a mix of digital touchpoints, virtual engagements, and scalable success programs while maintaining high customer satisfaction.
• Demonstrate a strong understanding of SaaS platforms, customer workflows, integrations, and product capabilities to effectively guide customers on adoption and best practices.
• Translate customer business requirements into product recommendations, troubleshoot common platform queries, and collaborate with cross-functional teams to drive successful outcomes.
• Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to showcase value realization, align on business objectives, review adoption metrics, and identify opportunities to drive customer outcomes and growth.
• Cultivate relationships with key stakeholders across customer organizations and establish new relationships, directly or by introducing Sprinklr executives and product leadership.
• Build customer champions and advocates to ensure clients can articulate and understand the value Sprinklr is driving to their business.
• Oversee customer adoption journey, ensuring appropriate resources are engaged, and effective solutions are implemented, at each stage of the lifecycle to achieve successful outcomes.
• Ensure awareness of Sprinklr’s product, product roadmap and new releases to all relevant customer stakeholders, in the context of the customer stakeholder’s role, current and prescribed future use cases of Sprinklr.
• Customer product adoption, realized value, and ROI from Sprinklr: Ensuring customer achievement of Sprinklr use cases, validated with business metrics and data driven insights.
• Co-develop a success plan with customer to deliver on agreed KPI’s and success metrics.
• Conduct regular customer cadences to align on value realization, agreed business priorities, and provide thought leadership specific to client’s evolving business needs.
• Leverage customer health data, product adoption insights, and consumption metrics to proactively identify risks, drive recommendations, and improve customer outcomes.
• Drive customer enablement and self-service adoption through scalable playbooks, best practices, and digital programs to improve adoption, retention, and operational efficiency.
• Proactively identify adoption blockers to eliminate consumption risk.
• Empower customers in using Sprinklr to minimize redundant workflows, processes and resources.
• Advocate for the customer with Sprinklr’s Product Team and Partnerships Team which entails identifying product enhancements, opportunities and paths to solutions that require development and sometimes third-party partners.
• Increase revenue from customers.
• Collaborate with the Sales, Solutions Consultant & other cross-functional teams to identify upsell and cross-sell opportunities.
• Develop a deep understanding of customer business objectives, industry trends, competitors and market dynamics to identify opportunities for value realization, expansion, and strategic growth.

Requirements

Minimum of 4-8 years' experience in Customer Success, Technical Account management, Technology Consulting, or Technology Solutions Development. Experience delivering large-scale transformational programs across Fortune 100 enterprise clients’ customer experience functions, working across multiple lines of business to deliver organization-wide impact, often breaking through legacy silos. Ability to analyze customer’s usage data, KPIs and health indicators to identify opportunities for improvement and translate into actionable recommendations, plan and path to solutions. Demonstrated experience and/or knowledge of marketing automation technologies, or contact center technologies digital transformation, AI solutions, market research and insights, business analytics, emerging technologies, and data management platforms and technology. Strong program management experience overseeing large, cross-functional teams to ensure timely execution of deliverables. Proven ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners, as well as mapping business requirements into technical features. Interest in continuously learning and advancing understanding of tech industry, customer experience technologies, technology platforms and solutions, AI advancement, and trends with top global brands Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level. Ability to travel between 25-50% of the time. Candidates local to clients strongly preferred. Project Management Professional certification (PMP, PMI-PMP, LSS) a plus. Bachelor’s degree from an accredited college or university, or relevant experience.