Sr. Manager, Customer Success - East

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management, empowering brands to deliver extraordinary experiences at scale. The Senior Manager of Customer Success is responsible for leading a team of Customer Success Managers, focusing on driving product adoption, value realization, and retention while ensuring high-quality customer engagement across the Sprinklr platform.

Responsibilities:

• Manage, coach, and develop a team of Customer Success Managers across enterprise segments
• Ensure strong execution of customer engagement across onboarding, adoption, value realization, and renewals
• Establish consistent standards for success planning, customer health, and value delivery
• Support workload and coverage alignment based on customer needs and priorities
• Own customer health, adoption, and retention outcomes across the assigned portfolio
• Ensure CSMs create clear, measurable success plans aligned to customer KPIs and Sprinklr capabilities
• Reinforce disciplined use of usage data, workspace audits, and adoption playbooks
• Help teams articulate ROI, outcomes, and value to both operational and executive stakeholders
• Escalate and help resolve adoption risks and customer challenges
• Act as an escalation point and sponsor for key and at-risk customers
• Support executive-level customer conversations alongside Sales and senior CS leadership
• Participate in renewal planning, risk mitigation, and expansion discussions
• Coach CSMs to act as trusted advisors rather than reactive support resources
• Build team capabilities in product fluency, executive communication, and value storytelling
• Foster accountability, customer focus, and continuous improvement
• Partner with Sales, Services, Product, and Support to deliver a cohesive customer experience
• Provide feedback and insights from customers to inform product improvements and internal processes
• Ensure customers experience consistent messaging and coordination across Sprinklr teams
• Monitor customer health, renewal risk, and expansion signals across the team’s accounts
• Run regular operating rhythms including account reviews and risk discussions
• Ensure accurate use of customer success systems, metrics, and reporting
• Support renewal readiness and ongoing account planning

Requirements:

• Bachelor's degree or equivalent experience
• 8+ years of experience in Customer Success, Consulting, or SaaS roles
• 3+ years of experience managing customer-facing teams in enterprise environments
• Strong understanding of customer adoption, lifecycle management, and value realization
• Experience engaging with senior customer stakeholders
• Ability to operate effectively in cross-functional environments
• Proven ability to coach teams to drive adoption and measurable customer outcomes
• Strong operational discipline paired with a customer-first mindset
• Comfort operating between strategy and day-to-day execution
• Clear, confident communicator with customers and internal partners
• Passion for team development and customer success excellence