Customer Success Manager - Core; Ads, Social, Marketing

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.

As a Customer Success Manager (CSM) – Core you will be a trusted advisor responsible for driving adoption, value realization, and long‑term success for Sprinklr’s most strategic customers across the Marketing, Social, and Advertising product suite. Your role exists to bridge the gap between business objectives and platform capabilities using deep product expertise to help customers unlock the full value of Sprinklr’s Core solutions.

This is a customer‑facing, technically proficient role that empowers clients to scale, automate, and optimize their execution and ROI through Sprinklr — and ensuring Sprinklr becomes a foundational layer in the customer’s stack.

• Strategic Product Advising
• Lead the strategic technical relationship across Sprinklr’s Core suite:
  Social Publishing, Listening, Paid Ads, Marketing Analytics.
• Act as the primary advisor on platform architecture, user journeys, tagging schemas, and governance frameworks.
• Translate marketing KPIs (ROAS, brand health, sentiment shift, audience reach) into Sprinklr configurations and use cases.
• Adoption & Value Realization
• Own the end‑to‑end adoption lifecycle across multiple teams (Digital, Social, Brand, Media, Analytics), ensuring frictionless onboarding and proactive value expansion.
• Foster relationships with cross‑functional stakeholders to align platform adoption with customer‑specific goals and KPIs.
• Conduct workspace audits, health score tracking, and usage diagnostics using internal CSP tools to drive recommendations and de‑risk accounts.
• Build reusable playbooks to institutionalize best practices across campaign orchestration, paid amplification, and influencer management.
• Program Leadership
• Coordinate cross‑functional teams (Product, Solutions Consultants, Services) to address technical challenges, rollout new modules, or guide strategic expansion.
• Run business reviews tailored to executive audiences, combining KPIs, platform telemetry, and business outcomes into ROI narratives.
• Co‑develop success plans with clear KPI alignment, growth targets, and product rollout timelines—adjusted to market and org evolution.
• Customer Empowerment
• Deliver stakeholder‑specific enablement—executive workshops, advanced user trainings, feature adoption campaigns—designed to improve usability and internal platform advocacy.
• Identify blockers to adoption and proactively create corrective action paths: integrations, UX simplification, org change support.
• Cultivate internal champions and promise a culture of self‑service to strengthen long‑term platform adoption.
• Product Influence
• Serve as a feedback loop to Sprinklr Product and Engineering teams—surfacing structured insights based on real‑world campaign needs, integrations, or analytics gaps.
• Advise customers on how to align their future marketing strategy with Sprinklr's roadmap capabilities and beta features (data management and intelligence, CRM platform and tools, business analytics and reporting, etc.).
• Growth & Commercial Support
• Work closely with Sales and Solutions teams to uncover upsell/cross‑sell opportunities:
  Ads module, Listening, new brand/geography activation, etc.
• Understand the client’s tech stack and vendor landscape to position Sprinklr as a consolidator and differentiator.

• Fluency in the German language, verbally and in writing.
• Bachelor’s degree…