Director, Customer Success - West

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, ensuring measurable business impact and embedding Sprinklr into 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

The base salary range for this role is $146,000 – $244,000. A competitive benefits package is offered, including a 401(k) plan with company match, paid time off, holidays, caregiver and parental leave, life and disability insurance, and medical, dental, vision, and prescription drug coverage.

Sprinklr is a proud 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, gender identity, sexual orientation, age, disability, citizenship, marital status, veteran status, or any other characteristic protected under applicable law.