Senior CSM, CCaaS & Enterprise

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.

Sprinklr’s Customer Organization focuses on four strong pillars:
Client Experience, Operational Excellence, Profitable Growth, and Team & Culture.

Sprinklr’s Customer Success Managers (CSMs) align highly skilled expertise, thought leadership, and program management to align Sprinklr solutions to customers' biggest challenges. With a bias towards action and the ability to deliver organizational-wide impact, the CSM develops and program manages a plan to empower the customer to do things differently and better using Sprinklr.

The Lead CSM expertly program‑manages and prioritizes initiatives across a portfolio of customers by developing a deep understanding of their business, processes, teams, and technical architectures (tech stacks). This enables the Lead CSM to prescribe use of Sprinklr products and features to solve high‑level business challenges and resolve organizational inefficiencies. The Lead CSM’s deep knowledge of Sprinklr’s products and solutions, paired with domain, industry expertise, business acumen, exceptional communication, and program management skills, positions the Lead CSM to take a consultative approach in informing and actioning partnership strategy plans.

• Customer relationship accountability, to which proactive communication, program management, representation, and expectation management is foundational.
  • Cultivate relationships with key stakeholders across customer organizations and establish new relationships, directly or by introducing Sprinklr executives and product leadership.
  • Build customer champions and advocates to ensure clients can articulate and understand the value Sprinklr is driving to their business.
  • Oversee customer adoption journey, ensuring appropriate resources are engaged and effective solutions are implemented at each stage of the lifecycle to achieve successful outcomes.
  • Ensure awareness of Sprinklr’s product, product roadmap, and new releases to all relevant customer stakeholders, in the context of the customer stakeholder’s role, current and prescribed future use cases of Sprinklr.
• Customer’s product adoption, realized value, and ROI from Sprinklr:
  Ensuring customer’s achievement of Sprinklr use cases, validated with business metrics and data‑driven insights.
  • Co‑develop customer outcomes plan to deliver on agreed KPIs and success metrics. Conduct regular customer cadences to align on value realization, agreed business priorities, and provide thought leadership specific to client’s evolving business needs.
  • Meticulously track customer health data using CSP tools, including product and feature adoption, and consumption against Sprinklr contract commitments. Accountable in using customer health data to drive customer management activities, inform recommendations, and manage risk.
• Customer Empowerment and Enablement:
  Implementing repeatable playbooks to create a strong and functional operating state.
  • Drive customer self‑service capabilities to reduce costs, drive scale and ensure increased usage, stickiness and customer retention.
  • Proactively identify adoption blockers and prescribe training curriculum and/or more optimized workflows or feature use to eliminate consumption risk. Empower customer in using Sprinklr to minimize redundant workflows, processes and resources.
  • Advocate for the customer with Sprinklr’s Product…