Lead Customer Success Manager

Sprinklr • Washington, DC

7d • $121,000 - $201,000

About The Position

Sprinklr’s Customer Success Managers align expertise, thought leadership, and program management to customer challenges, helping customers use Sprinklr to improve how they operate. The CSM manages initiatives across a portfolio of customers and develops a deep understanding of their businesses, processes, teams, and technical architectures. By pairing product knowledge with domain and industry expertise, business acumen, communication, and program management skills, the CSM takes a consultative approach to customer partnership strategy.

The role is accountable for customer relationships, adoption, value realization, and empowerment. It works with customer stakeholders and internal teams to develop outcomes plans, support successful implementation, track customer health and product consumption, remove adoption barriers, and identify opportunities to expand Sprinklr usage. The CSM also advocates for customer needs with Product and Partnerships teams and collaborates with Sales and other cross-functional teams on growth opportunities.

The position requires 25–50% travel, with candidates local to clients strongly preferred. Candidates must have current and unrestricted work authorization in the country where the role is based; visa sponsorship or work authorization support is not available.

Requirements

• At least 5 years of experience in Customer Success, Technical Account Management, Technology Consulting, or Technology Solutions Development.
• Ability to analyze customer usage data, KPIs, and health indicators; identify improvement opportunities; and translate findings into actionable recommendations and plans.
• Strong program management skills, including oversight of large, cross-functional teams and timely execution of deliverables.
• Ability to explain complex technical concepts to customers in business-friendly terms, communicate customer needs to internal partners, and map business requirements to technical features.
• Exceptional communication and presentation skills, with the ability to communicate and influence at all organizational levels, including executive and C-level.
• Ability to travel 25–50% of the time.
• Bachelor’s degree from an accredited college or university, or relevant experience.
• Current and unrestricted work authorization in the country where the role is based; the company cannot provide visa sponsorship or work authorization support.

Nice To Haves

• Experience delivering large-scale transformational programs across Fortune 100 enterprise customer experience functions and multiple lines of business.
• Experience or knowledge in marketing automation, contact center technology, digital transformation, AI solutions, market research and insights, business analytics, emerging technologies, or data management platforms and technology.
• Interest in continuously learning about the technology industry, customer experience technologies, platforms and solutions, AI advances, and trends among global brands.
• Project Management Professional certification, such as PMP, PMI-PMP, or LSS.
• Candidates local to clients are strongly preferred.

Responsibilities

• Own customer relationships through proactive communication, program management, representation, and expectation management.
• Cultivate relationships with key customer stakeholders and establish new relationships, directly or by introducing Sprinklr executives and product leadership.
• Build customer champions and advocates who understand and can articulate the business value Sprinklr delivers.
• Oversee the customer adoption journey, engaging appropriate resources and ensuring effective solutions are implemented throughout the lifecycle.
• Keep relevant customer stakeholders informed about Sprinklr products, roadmaps, and releases in the context of their roles and current or future use cases.
• Drive customer product adoption, realized value, and ROI, validating use cases with business metrics and data-driven insights.
• Co-develop customer outcomes plans tied to agreed KPIs and success metrics; conduct regular customer reviews focused on value realization, business priorities, and evolving needs.
• Track customer health using CSP tools, including product and feature adoption and consumption against contract commitments, and use the data to guide management activities, recommendations, and risk management.
• Implement repeatable playbooks that establish a strong and functional customer operating state.
• Develop customer self-service capabilities to reduce costs, enable scale, increase usage and stickiness, and support retention.
• Identify adoption blockers and recommend training, optimized workflows, or feature use to reduce consumption risk and eliminate redundant customer workflows, processes, and resources.
• Advocate for customers with Sprinklr’s Product and Partnerships teams by identifying product enhancements, opportunities, and solution paths that may require development or third-party partners.
• Collaborate with Sales, Solutions Consultants, and cross-functional teams to identify customer upsell and cross-sell opportunities.
• Develop and maintain a deep understanding of customer organizations, objectives, financial and market context, technologies, vendors, solutions, and partners to identify expansion and technology-consolidation opportunities.
• Monitor competitive offerings and market and technology trends to identify customer risks and threats.
• Advocate for customers during implementation of new features, products, and integrations to help ensure use cases, scope, and timelines are achieved.

Benefits

• Voluntary healthcare coverage for employees and families where applicable.
• Paid time off.
• Open Mentoring Program.
• US-based 401(k) plan with 100% vested company contributions.
• Flexible paid time off and holidays.
• Caregiver and parental leaves.
• Life and disability insurance.
• Medical, dental, vision, and prescription drug coverage.
• Successful candidates may be eligible for a discretionary bonus plan, commission plan, and/or equity plan, depending on role.

What This Job Offers

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