Lead - Customer Success Manager

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier throughThe Sprinklr Way.

Sprinklr is looking for a Lead - Customer Success Manager who will be responsible for developing and maintaining positive relationships with our customers. The ideal candidate will be a bridge between our support and sales teams, ensuring that our customers receive the best possible experience.

What You Will Do:
Discover and realize ongoing success criteria for Sprinklr clients with the following:

• Empower Sprinklr’s largest enterprise customers to improve their customers’ digital experiences and achieve business objectives through the adoption of Sprinklr.
• Increase renewal rates, drive adoption, improve customer satisfaction, and cultivate Sprinklr advocates to generate new business.
• Serve as the internal voice of the customer and advocate for your clients’ needs (services, support, product management, executive alignment).
• Manage and track key performance indicators (KPIs) in our Customer Success platform – including renewal and expansion commitments – to ensure exceptional, predictable results.
• Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant cross-functional partners – while achieving targeted renewal rate.
• Leverage knowledge of the Sprinklr platform and industry best practices to craft and present strategic solutions that ensure clients achieve their goals through product utilization and provide excellent consultative support.
• Identify opportunities for customer references and case studies.
• Deliver a significant individual contribution while collaborating with and strengthening teammates.
• Learn and proficiently operate Sprinklr platform to facilitate the generation of strategic recommendations based on data analysis and insights.

What We Are Looking For:

• You have 6-10 years of relevant work experience in SaaS Customer Success, account management, or a strategic consulting organization.
• Develop and implement collaborative success plans tailored to individual customers, aligning them with their strategic goals and ensuring continuous progress and value realization.
• Conduct bi-weekly or monthly value realization calls with customers, showcasing essential metrics and identifying optimization opportunities to drive continuous improvement and align strategies with their objectives.
• You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
• You have run customer renewal cycles, and have a comfort level identifying risk and negotiating customer renewals to achieve net dollar expansion
• Demonstrate robust operational discipline and exceptional time management skills to efficiently handle tasks, prioritize responsibilities, and meet stringent deadlines while maintaining high-quality standards.
• You have experience using Customer Success software (such as Gainsight), CRM software (ideally Salesforce), and Microsoft Applications
• You have clear verbal and written communication skills

What Makes You Qualified:

• You have achieved a Bachelor’s degree from an accredited college or university, or relevant experience
• You drive to continuously improve Client Services across the company by helping to create a company-wide culture focused on Customer Success and client delight across the organization (Marketing, Product, Sales, Finance, Executive)
• Expected to travel up to 5-10% of the time on average (can vary by customer)

Why You'll Love Sprinklr:
We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.
For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.
We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
 

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
 

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.
 

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.