Lead Enterprise Customer Success Manager

Sprinklr; Colorado; On-site; USD 134,000 - 223,000; Full time

Job summary

Sprinklr is seeking a Senior Manager of Customer Success for the West region, based in Colorado, to lead a team of Customer Success Managers serving enterprise customers. You’ll drive adoption, value realization, and retention while collaborating with Sales, Services, and Product to scale success practices.

You will own health, adoption, and renewal outcomes, craft measurable success plans, and coach the team to operate with strong data-driven discipline and executive storytelling.

Qualifications

• Bachelor’s degree or equivalent experience.
• 8+ years of experience in Customer Success, Consulting, or SaaS roles
• 3+ years of experience managing customer-facing teams in enterprise environments
• Strong understanding of customer adoption, lifecycle management, and value realization
• Experience engaging with senior customer stakeholders
• Ability to operate effectively in cross-functional environments

Responsibilities

• Lead and develop Customer Success Managers across enterprise segments
• Ensure strong execution of customer engagement across onboarding, adoption, value realization, and renewals
• Establish consistent standards for success planning, customer health, and value delivery
• Support workload and coverage alignment based on customer needs and priorities
• Own customer health, adoption, and retention outcomes across the assigned portfolio
• Ensure CSMs create clear, measurable success plans aligned to customer KPIs and Sprinklr capabilities
• Reinforce disciplined use of usage data, workspace audits, and adoption playbooks
• Help teams articulate ROI, outcomes, and value to both operational and executive stakeholders
• Escalate and help resolve adoption risks and customer challenges
• Act as an escalation point and sponsor for key and at-risk customers
• Support executive-level customer conversations alongside Sales and senior CS leadership
• Participate in renewal planning, risk mitigation, and expansion discussions
• Coach CSMs to act as trusted advisors rather than reactive support resources
• Build team capabilities in product fluency, executive communication, and value storytelling
• Foster accountability, customer focus, and continuous improvement
• Partner with Sales, Services, Product, and Support to deliver a cohesive customer experience
• Provide feedback and insights from customers to inform product improvements and internal processes
• Ensure customers experience consistent messaging and coordination across Sprinklr teams
• Monitor customer health, renewal risk, and expansion signals across the team’s accounts
• Run regular operating rhythms including account reviews and risk discussions
• Ensure accurate use of customer success systems, metrics, and reporting
• Support renewal readiness and ongoing account planning

Skills

CS/SaaS experience

Leadership

Executive stakeholder engagement

Cross-functional collaboration

Education

Bachelor’s degree or equivalent experience

Job description

Sprinklr is seeking a Senior Manager of Customer Success for the West region, based in Colorado, to lead a team of Customer Success Managers serving enterprise customers. You’ll drive adoption, value realization, and retention while collaborating with Sales, Services, and Product to scale success practices.

You will own health, adoption, and renewal outcomes, craft measurable success plans, and coach the team to operate with strong data-driven discipline and executive storytelling.