Executive Director, Enterprise Customer Success

Job Description

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.

• 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

• 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

• 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

We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well‑being when you need it. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklr employees with paid time off to recharge and spend time with loved ones.

We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

To learn more about employee benefits by region, .

To learn more about all‑things‑Sprinklr, visit our candidate resource hub here.

Our goal is to ensure every employee feels like they belong and is operating in a collaborative environment. We 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 complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender…