Senior Customer Success Manager

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

📋 Description

• Manage customer relationships by engaging in proactive communication, program management, representation, and expectation setting.

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

• Develop customer champions and advocates who can effectively communicate the business value of Sprinklr.

• Oversee the customer adoption process and engage appropriate resources to ensure successful outcomes.

• Present Sprinklr products, product roadmap, and new releases relevant to customer roles and use cases.

• Ensure product adoption, realized value, and ROI through business metrics and data-driven insights.

• Collaborate on customer outcome plans aligned with KPIs and success metrics.

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

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

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

• Implement standardized enablement playbooks and promote customer self-service capabilities.

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

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

• Collaborate with Sales, Solutions Consultants, and cross-functional teams to uncover upsell and cross-sell opportunities.

• Research customer organizations, objectives, financial reports, market conditions, technology usage, vendors, solutions, and partners to find expansion opportunities.

• Track competitive solutions, market trends, and technology industry developments to identify risks and threats.

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

⛳️ Requirements

• A minimum of 8-10 years of experience in Customer Success, Technical Account Management, Technology Consulting, or Technology Solutions Development.

• Proven experience delivering large-scale transformational programs within Fortune 100 enterprise clients’ customer experience functions.

• Ability to analyze customer usage data, KPIs, and health indicators, and translate insights into actionable recommendations.

• Familiarity 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 skills with experience overseeing large, cross-functional teams.

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

• Exceptional communication and presentation skills, particularly when engaging with executive and C-level stakeholders.

• Willingness to travel 25-50% of the time.

• Bachelor’s degree from an accredited college or university, or equivalent relevant experience.

• PMP, PMI-PMP, or LSS certification is a plus.

🏝️ Benefits

• Voluntary healthcare coverage for employees and their families where applicable.

• Paid time off.

• Open Mentoring Program.

• 401k plan with 100% vested company contributions.

• Flexible paid time off.

• Paid holidays.

• Generous caregiver and parental leave policies.

• Life and disability insurance.

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

• Eligibility for a discretionary bonus plan.

• Eligibility for a commission plan.

• Eligibility for an equity plan.