Senior Customer Success Manager, Service; CCaaS

Sprinklr Overview

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.

The Senior Customer Success Manager (CSM) – Service owns the strategic technical relationship with Sprinklr’s enterprise customers in customer service, CX, and contact center operations. You will drive the successful adoption and expansion of Sprinklr’s Care, Case Management, AI Automation, and Contact Center solutions by acting as the technical face of the partnership. You will lead transformation—not just platform rollout—by aligning Sprinklr’s technology to the customer’s support operating model, cost structure, and digital roadmap.

You are also responsible for overseeing empowerment and training programs to ensure comprehensive onboarding and delivering a consistent cadence of engagement with customers through operational cadences.

• Transformation Advisor – Serve as a trusted advisor to Heads of Service, Contact Center Directors, and Support Transformation leads.
• Map legacy operations (telephony, IVR, ticketing, WFM) into modern Sprinklr‑enabled workflows using AI routing, unified agent desktop, knowledge bases, and self‑service portals.
• Platform Leadership – Own product adoption and provide technical consultancy across Care modules:
  Case Management, Smart Responses, Bot Framework, Agent Assist, Knowledge Base, Routing Logic.
• Lead workspace audits and change plans; ensure platform architecture reflects customer priorities (AHT, CSAT, first contact resolution, deflection rate, etc.).
• Customer Enablement – Develop and deliver scalable enablement plans for service ops, quality, and agent teams—ensuring alignment with process maps and internal KPIs.
• Promote feature adoption via playbooks, pilot programs, performance dashboards, and monthly ROI tracking.
• Risk & Growth Management – Identify early signs of stagnation, low adoption, or implementation gaps—build risk plans and mitigation steps based on CSP telemetry.
• Partner with Sales and Solutions Consultants to surface new use cases (e.g., adding messaging, voice, co‑browse, or WFM integrations).
• Technical Escalations & Roadmap Influence – Serve as the escalation point for advanced Care/CCaaS product issues; coordinate with Support, Product, and Engineering teams on behalf of the customer.
• Feed field‑level insights back into Sprinklr’s product development lifecycle—ensuring platform evolution matches client priorities.
• Cross‑Org Program Management – Lead cross‑functional coordination across IT, business, and third‑party vendors to drive complex programs (e.g., voice rollout, CRM integrations, compliance configurations).
• Ensure successful post‑launch optimization and iterative value unlock through structured success plans and roadmap alignment.

• Bachelor’s degree in Business, IT, or related field; or equivalent work experience.
• 6+ years in enterprise service operations, CCaaS, or CX tech consulting.
• Deep understanding of contact center operations, metrics (AHT, SLA, occupancy, NPS), and change management practices.
• Experience with at least one major service platform (e.g., Salesforce Service Cloud, NICE, Genesys, Zendesk).
• Proven experience leading multi‑year service transformation programs involving multiple business units and systems.
• Strong capability in project/program management, stakeholder engagement, and technical solutioning.
• Familiarity with conversational AI platforms, IVR, NLP, and ML models in service automation contexts.

• Experience in highly regulated or mission‑critical environments (e.g., financial services, telecom, healthcare).
• Prior hands‑on implementation or optimization of Sprinklr Service modules.
• Strong understanding of integration architectures—connecting CRMs, telephony, bot platforms, and analytics stacks.
• Ability to distill service transformation strategy into phased plans with measurable milestones and impact metrics.
• PMP or Lean Six Sigma certification; ability to manage transformation programs end‑to‑end.

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