Director, Customer Success - West

Sprinklr • Washington, DC

1d • Remote

About The Position

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. The Director of Customer Success is a senior leader responsible for building, scaling, and operating Sprinklr’s Customer Success organization for enterprise and strategic customers. This role leads Customer Success Managers to drive adoption, value realization, retention, and long-term customer outcomes across the Sprinklr platform. Operating at the intersection of customer outcomes, product capability, and commercial success, this role ensures Sprinklr delivers measurable business impact and becomes embedded in customers’ operating models.

Requirements

• Bachelor’s degree; advanced degree preferred
• 10+ years in Customer Success, Consulting, or SaaS; 5+ years leading enterprise teams
• Strong expertise in customer lifecycle management, adoption, and value realization
• Experience with enterprise SaaS platforms (Marketing, CX, or Contact Center)
• Executive stakeholder management and strong operational rigor

Nice To Haves

• Proven ability to build outcome-driven, product-led CS organizations
• Strong at linking adoption to measurable business impact
• Executive presence with customers and internal leadership
• Passion for building high-performing teams

Responsibilities

• Build, lead, and develop a high-performing team of Customer Success Managers
• Define engagement models across onboarding, adoption, value realization, and renewal
• Establish consistent standards for success planning, customer engagement, and value delivery
• Align coverage models to customer segments and commercial priorities
• Own CSM performance across adoption, customer health, retention, and expansion
• Ensure measurable customer success plans aligned to business KPIs and Sprinklr capabilities
• Standardize usage diagnostics, workspace audits, and adoption playbooks
• Translate product usage into clear ROI and executive-level value narratives
• Identify and remove systemic adoption blockers cross-functionally
• Serve as executive sponsor for high-value and at-risk accounts
• Build relationships with senior stakeholders (CMO, CDO, CX, Digital leaders)
• Lead executive conversations on transformation progress and business outcomes
• Support critical renewals and escalations with strong executive presence
• Recruit, onboard, and coach top-tier CSMs and frontline leaders
• Elevate teams to act as strategic advisors
• Build strengths in value realization, executive communication, and product fluency
• Partner with Sales, Services, Product, and Support for a seamless customer experience
• Represent the voice of the customer internally
• Own forecasting for customer health, renewal risk, and expansion
• Run a rigorous operating cadence and optimize team capacity and coverage

Benefits

• Voluntary healthcare coverage in countries where applicable
• Paid time off to recharge and spend time with loved ones
• Open Mentoring Program
• 401k plan with 100% vested company contributions
• Flexible paid time off
• Holidays
• Generous caregiver and parental leaves
• Life and disability insurance
• Health benefits including medical, dental, vision, and prescription drug coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Senior