Sr. Customer Success Manager - West

Sprinklr; United States; Remote; USD 100.000 - 166.000; Vollzeit

Benefits dieser Stelle

401k plan

Paid time off

Mentoring program

Parental leave

Zusammenfassung

Sprinklr is a leading AI-native Unified-CXM platform used by 1,900+ enterprises, including 60% of the Fortune 100, to deliver consistent, trusted customer experiences at scale across every touchpoint.

As a Customer Success Manager, you will own strategic programs, drive adoption, manage customer health data, and partner with Sales, Solutions Consulting, Product, and Partnerships to expand value and enable growth.

Qualifikationen

• 8–10 years in customer success or related tech consulting.
• Experience delivering large-scale programs across Fortune 100 enterprise clients.
• Ability to analyze usage data, KPIs and health indicators to drive improvements.
• Knowledge of marketing automation or contact center technologies, AI solutions, and data management.

Aufgaben

• Own customer relationships and manage expectations.
• Cultivate relationships with key stakeholders across customer organizations and executives.
• Drive customer adoption, ROI realization, and value-based outcomes.
• Identify upsell and cross-sell opportunities and coordinate cross-functional teams.

Kenntnisse

Customer Success

Program Management

Cross-functional Leadership

Executive Communication

Data-driven decision making

Travel readiness

Fortune 100 experience

Ausbildung

Bachelor’s degree

PMP Certification

Jobbeschreibung

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

Job Description

Sprinklr’s Customer Organization focuses on four strong pillars of Client Experience, Operational Excellence, Profitable Growth and Team & Culture. Sprinklr’sCustomerSuccess Managers(CSMs)align highly skilledexpertise,thought leadership andprogram managementto align Sprinklr solutions tocustomersbiggest challenges.With a bias towards action andability todeliverorganizational-wide impact, theCSMdevelopsandprogram manages aplanto empower thecustomertodo things differently and better using Sprinklr.

The CSM is able expertly program manageand prioritize initiativesacross a portfolio of customers bydevelopingadeepunderstanding of theircustomersbusiness,processes,teamsandtechnical architectures(tech stacks); this enables the CSMtoprescribe use of Sprinklr productsand features to solvehigh level business challenges andresolveorganizational inefficiencies. TheCSM’sdeep knowledge ofSprinklr’s product and solutionsis paired withdomain andindustryexpertise,business acumen,exceptionalcommunicationand program managementskills,positioning theCSMto take a consultative approach in informingand actioning onpartnershipstrategyplans.

Directlyresponsible for:

• Customer relationship accountability,to whichproactivecommunication, program management,representationand expectation managementis foundational.

• Cultivaterelationships with key stakeholders across customer organizations andestablishnew relationships, directly or by introducing Sprinklr executives and product leadership.

• Build customer champions and advocatesto ensure clients can articulate and understand the value Sprinklr is driving to their business.

• Oversee customer adoption journey, ensuringappropriate resourcesare engaged,and effective solutions areimplemented,at each stage of the lifecycle to achieve successful outcomes.

• Ensure awareness of Sprinklr’s product, productroadmapand 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’sproduct adoption,realized value,and ROI fromSprinklr:Ensuringcustomer’sachievement ofSprinklruse cases,validatedwith business metrics and data-driveninsights.

• Co-developcustomer outcomesplan to deliver on agreed KPI’s and success metrics. Conduct regular customer cadences toalign onvalue realization, agreed business priorities, and provide thought leadership specific to client’s evolving business needs.

• Meticulously track customer health data using CSP tools,including;product and feature adoption, and consumption against Sprinklr contract commitments. Accountable in using customer health data to drive customer management activities, informrecommendationsand manage risk.

• Customer Empowerment andEnablement:Implementingrepeatable playbooks to create a strong and functional operating state.

• Drive customer self-service capabilities to reduce costs, drivescaleand ensure increased usage,stickinessandcustomerretention.

• Proactivelyidentifyadoption blockersandprescribetrainingcurriculumand/ormore optimizedworkflows or featureusetoeliminateconsumption risk. Empower customer in using Sprinklr to minimize redundant workflows,processesand resources.

• Advocate for the customer with Sprinklr’s Product Team and Partnerships Team which entailsidentifyingproduct enhancements, opportunities and paths to solutions that require development and sometimes third-party partners.

• Increasing revenue from customers.Collaboratewith theSales, SolutionsConsultant, &other cross-functional teamstoidentifyupsell and cross-sell opportunities.

• Develop a deep understanding of the customer’s organization, corporate objectives,financialearnings reports and insights,news,market conditions, industry,use of technologies, vendors and solutions,and partnersto;identify opportunities to expand theiruse ofSprinklr productsandto consolidatetheirtech stack using Sprinklr.Stay apprised as things change.

• Awareness ofcompetitive landscape, competitivesolutions,marketand tech industry trendstoidentifyrisk and threats.

• Advocate for customer during Implementation of new features,productsor integrations to ensure use case, scope and timelines are achieved.

Preferredqualifications& skills:

• Minimum of 8-10 years’ experience in Customer Success,Technical Account management, TechnologyConsultingorTechnology Solutions Development.

• Experiencedelivering 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 analyzecustomer’susage data, KPIs and health indicators toidentifyopportunities for improvement and translate into actionable recommendations,planand path to solutions.

• Demonstrated experience and/or knowledge of marketing automation technologies, orcontact center technologiesdigital transformation,AI solutions, market research and insights, business analytics,emerging technologies,anddata management platforms and technology.

• Strong program management experience overseeing large, cross-functional teams to ensuretimelyexecution 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 oftech industry,customer experience technologies,technology platforms and solutions, AI advancement,andtrends withtop global brands

• Exceptional communication and presentation skills withdemonstratedability 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.

We focus on our mission

Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:

• Lead a new category of enterprise software that we call Unified-CXM.

• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.

• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product

Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

We invest in our people

We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

To learn more about employee benefits by region, click here.

To learn more about all-things-Sprinklr, visit our candidate resource hub here.

EEO - Our philosophy

Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.

JOB REQ COMPENSATION RANGE

$100,000 - $166,000

The base salary range for this role is shown above. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay is only one part of our competitive 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.

US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include 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.