Director Customer Success

Description

The Director Customer Success manages a team of high-performing Success Managers for the Large Enterprise and Strategic Segments of customers, providing relationship leadership, council, and career coaching to drive superior retention and growth.

• You ensure A+ talent in every seat. You proactively recruit, enable, and retain a high performing team in alignment with the Sprinklr Way. You inspire, coach and engage your leaders and CSM teams to achieve above and beyond their goals. You create intimacy amongst team members and partners to develop an environment of trust where people can grow and thrive.

• You ensure customers are achieving success and receiving value from Sprinklr.

• You expertly drive internal collaboration and open communication between Customer Success, Services, Product, Support and Sales to drive results. You roll your sleeves up and get highly involved in the Sprinklr software and coaching your leaders and team members through ideal outcomes using the solution.

• You own and execute the operating rhythm for your team. You share the big picture vision, so each of your leaders can drive their own goals and initiatives, in alignment with your goals, and their customer segments.

• You make sure your leaders and teams have the right tools, information and resources to effectively empower their customers success.

• You have led high-performing, customer-facing teams in multiple regions, managing enterprise and global customers.

• Demonstrate excellent listening skills, empathy and care of your team and customers.

• You have ample experience directing and coaching teams toward strategic outcomes.

• You have a track record of accurate forecasting in a SaaS organization. You lean into the administrative parts of your role.

• You know how to balance strategic and tactical expectations of the leadership role.

• Display a Growth Mindset. You possess a curious approach to life, and to your work. You embrace continuous learning as a daily practice; you stay current on social media marketing, Customer service and unified customer experience thought leadership and best practices.

• Experienced serving as a collaborator, working well cross functionally - internally, externally and with your team.

• Skilled in growing global strategic accounts, as well as small and medium companies, and understanding how and when to leverage different internal stakeholders and resources.

• You thrive in ambiguity in a fast-paced environment and support your team in doing the same.

• Proven ability to drive value delivery/realization and change management programs.

• Experience building relationships with executive levels across a customer base. You understand what an executive needs to be successful at a global, multinational business.

• Understand the importance of, and maintain the knowledge to, successfully align technology platforms to a customer’s core business goals.

• Understand the complexity of scaling a success team while optimizing costs and customer impact.

• 10+ years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization

• Fluent German essential

• Demonstrated experience and a passion for the social technology universe (i.e., Facebook, Twitter, You Tube, Instagram, Flickr, blogs, G+, Linked In, wikis, RSS, social bookmarking, discussion forums and community software)

• Experience using customer success software, CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)

• Bachelor’s and/ or Master’s degree from a top college or university

• Possess strong recommendations for current and former peers.

• Expected to travel up to 25-30% of the time on average

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Please note:

We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.”

We focus on our mission:
Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify…