Sr. Manager, Customer Success - East

Sprinklr • New York, MA

4d • Remote

About The Position

Sprinklr is seeking a Sr. Manager, Customer Success for the East region to lead a team of Customer Success Managers (CSMs) supporting enterprise and strategic customers. This role reports to the Director of Customer Success and is focused on driving product adoption, value realization, and retention. The Senior Manager will ensure consistent, high-quality customer engagement across the Sprinklr platform and partner closely with Sales, Services, and Product teams to help customers achieve measurable business outcomes and scale effective customer success practices.

Requirements

• Bachelor’s degree or equivalent experience
• 8+ years of experience in Customer Success, Consulting, or SaaS roles
• 3+ years of experience managing customer-facing teams in enterprise environments
• Strong understanding of customer adoption, lifecycle management, and value realization
• Experience engaging with senior customer stakeholders
• Ability to operate effectively in cross-functional environments
• Candidates must have current and unrestricted work authorization in the country where the role is based.

Nice To Haves

• Proven ability to coach teams to drive adoption and measurable customer outcomes
• Strong operational discipline paired with a customer-first mindset
• Comfort operating between strategy and day-to-day execution
• Clear, confident communicator with customers and internal partners
• Passion for team development and customer success excellence

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers across enterprise segments.
• Ensure strong execution of customer engagement across onboarding, adoption, value realization, and renewals.
• Establish consistent standards for success planning, customer health, and value delivery.
• Support workload and coverage alignment based on customer needs and priorities.
• Own customer health, adoption, and retention outcomes across the assigned portfolio.
• Ensure CSMs create clear, measurable success plans aligned to customer KPIs and Sprinklr capabilities.
• Reinforce disciplined use of usage data, workspace audits, and adoption playbooks.
• Help teams articulate ROI, outcomes, and value to both operational and executive stakeholders.
• Act as an escalation point and sponsor for key and at-risk customers.
• Support executive-level customer conversations alongside Sales and senior CS leadership.
• Participate in renewal planning, risk mitigation, and expansion discussions.
• Coach CSMs to act as trusted advisors rather than reactive support resources.
• Build team capabilities in product fluency, executive communication, and value storytelling.
• Foster accountability, customer focus, and continuous improvement.
• Partner with Sales, Services, Product, and Support to deliver a cohesive customer experience.
• Provide feedback and insights from customers to inform product improvements and internal processes.
• Ensure customers experience consistent messaging and coordination across Sprinklr teams.
• Monitor customer health, renewal risk, and expansion signals across the team’s accounts.
• Run regular operating rhythms including account reviews and risk discussions.
• Ensure accurate use of customer success systems, metrics, and reporting.
• Support renewal readiness and ongoing account planning.

Benefits

• Voluntary healthcare coverage
• Paid time off
• 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: Manager