Lead Customer Success Manager

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Manage customer relations through proactive communication, program oversight, representation, and expectation setting.

• Foster relationships with key stakeholders while establishing new customer connections.

• Develop customer champions and advocates who can effectively communicate Sprinklr’s business value.

• Supervise the customer adoption experience and ensure the right resources and effective solutions are utilized at each stage of the lifecycle.

• Keep stakeholders informed about Sprinklr products, the product roadmap, and new releases.

• Create customer outcome plans linked to KPIs and success metrics.

• Conduct regular customer sessions focused on value realization and business priorities.

• Monitor customer health data using CSP tools, including product and feature adoption and consumption relative to contract commitments.

• Leverage customer health data to inform management activities, recommendations, and risk mitigation strategies.

• Execute repeatable playbooks and enhance customer self-service capabilities.

• Identify barriers to adoption and recommend training programs, optimized workflows, or feature utilization.

• Advocate for customers with Sprinklr’s Product and Partnerships teams.

• Recognize upselling and cross-selling opportunities in collaboration with Sales, Solutions Consulting, and cross-functional teams.

• Expand customers’ usage of Sprinklr products while consolidating their technology stack.

• Keep track of competitive solutions, market trends, and developments in the technology industry.

• Represent customers during the implementation of new features, products, or integrations to ensure that use cases, scope, and timelines are met.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Technical Account Management, Technology Consulting, or Technology Solutions Development.

• Proven experience delivering large-scale transformational initiatives within the customer experience functions of Fortune 100 enterprise clients.

• Capability to analyze customer usage data, KPIs, and health indicators, translating findings into actionable insights.

• Demonstrated knowledge or experience with marketing automation technologies, contact center technologies, digital transformation, AI solutions, market research and insights, business analytics, emerging technologies, and data management platforms.

• Strong program management expertise overseeing large, cross-functional teams.

• Ability to convey complex technical concepts in business-friendly language and translate business requirements into technical features.

• A keen interest in continuously learning about the tech industry, customer experience technologies, technology platforms and solutions, AI advancements, and trends among top global brands.

• Exceptional communication and presentation skills, with the ability to influence and communicate effectively at executive and C-level.

• Willingness to travel 25-50% of the time; candidates located near clients are preferred.

• Project Management Professional certification (PMP, PMI-PMP, LSS) is advantageous.

• Bachelor’s degree from an accredited institution or relevant experience.

• Current and unrestricted work authorization in the country where the role is based.

• Candidates requiring visa sponsorship or work authorization support will not be considered.

🏝️ Benefits

• Discretionary bonus plan.

• Commission plan.

• Equity plan.

• 401k plan with 100% vested company contributions.

• Flexible paid time off.

• Holidays.

• Generous caregiver and parental leaves.

• Life and disability insurance.

• Medical, dental, vision, and prescription drug coverage.

• Paid time off to recharge and spend quality time with loved ones.

• Open Mentoring Program.

• Reasonable accommodations available upon request during the interview process.