Senior Customer Success Manager

Senior Customer Success Manager

The Success Manager manages Sprinklr’s largest customers and is the primary link between Sprinklr and our customer teams. In this position, you will ensure that Sprinklr customers maximize their investment in Sprinklr, equip them to pursue their strategic objectives, and help them achieve their desired business goals leveraging the Sprinklr platform.  

The core CSM possesses both the technical knowledge as well as the business consulting acumen to work through complex use cases while understand the business and technology landscape to maximize the impact of Sprinklr’s core offerings for our customers.  

What You Will Do: 

• Empower Sprinklr’s largest enterprise customers to optimize their customers’ digital experiences and achieve their business objectives through the adoption of Sprinklr.  

• Act as a business consultant, with deep technical expertise to build success plans that document how Sprinklr technology is solving high level business pain, developing solution recommendations and aligning on meaningful metrics to validate business outcomes.  

• Drive adoption, increase product stickiness, improve customer satisfaction, and cultivate Sprinklr advocates to ensure retention and growth 

• Drive business outcomes and maturity within the customer organization through change management, governance, ongoing training and education 

• Proactively identify, plan and execute against risk to achieve targeted retention and customer health. 

• Build cross-functional and executive level customer relationships to ensure clients can articulate and understand the value Sprinklr is driving to their business.  

• Develop a mutual technology roadmap to help grow customers sophistication with Sprinklr and expand into whitespace opportunities as a critical member of the account team 

• Conduct regular customer cadences to align on value realization, align on agreed business priorities, and provide thought leadership specific to client’s evolving business needs. 

• Serve as the Voice of the Customer, advocating for your clients’ needs within Sprinklr. 

• Build and foster strong cross-functional working relationships with Sales, Services, Support, Product Management and senior leadership  

• Partner with sales to identify upsell, and cross-sell opportunities within assigned client accounts. 

• Align to The Sprinklr Way by helping to create a company-wide culture focused on customer success and client delight across the organization. 

What We Are Looking For 

• You have knowledge or experience in digital channels, advertising and social media 

• Demonstrated experience and/or knowledge of marketing automation technologies, digital transformation, corporate insights and research and emerging technologies, including AI 

• Familiarity with CRM, business intelligence and analytics 

• You have 8-10 years of relevant work experience in a customer facing role managing enterprise customers with global reach 

• Bachelor’s degree from an accredited college or university, or relevant experience.  

• Strong growth mindset and desire to learn and improve. Ability to prioritize and manage multiple internal partners and customer responsibilities 

• You have experience delivering large-scale transformational programs across Fortune 100 enterprise clients, working across multiple lines of business to deliver organization-wide impact 

• You have extensive experience building, managing and delivering formal executive business reviews (EBR’s) to C-level executives, with a focus on quantifiable business outcomes and ROI 

• Accountable for overall customer health and have a proven track record of managing and addressing risk through cross functional collaboration.  

• Demonstrated technical acumen, genuine curiosity, with a strong appetite to learn new and evolving technologies at a fast pace and apply them to customer’s business needs. Ability to translate highly technical issues to a non-technical audience. 

• Ability to travel between 25-50% of the time. Candidates local to clients strongly preferred.