Senior Customer Success Manager

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

📋 Description

• Manage customer relationships through proactive communication, program management, representation, and expectation management.

• Develop and maintain relationships with key stakeholders while establishing new customer connections.

• Foster customer champions and advocates who can effectively convey Sprinklr’s business value.

• Oversee the customer adoption journey, engaging the necessary resources to ensure successful outcomes.

• Ensure customer stakeholders are knowledgeable about Sprinklr products, the product roadmap, and upcoming releases.

• Assist customers in achieving Sprinklr use cases by leveraging business metrics and data-driven insights.

• Collaborate with customers to create outcome plans that include agreed-upon KPIs and success metrics.

• Conduct regular customer interactions focused on value realization and aligning with business priorities.

• Monitor customer health data using CSP tools, which include tracking product and feature adoption as well as contract consumption.

• Utilize customer health data to inform management activities, provide recommendations, and manage risks.

• Implement scalable playbooks and enhance customer self-service capabilities.

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

• Represent customer interests to Sprinklr’s Product and Partnerships teams.

• Work alongside Sales, Solutions Consultants, and various cross-functional teams to uncover upsell and cross-sell opportunities.

• Analyze customer organizations, objectives, financial reports, market conditions, technologies, vendors, solutions, and partners to pinpoint expansion opportunities.

• Keep an eye on the competitive landscape, market trends, and technology developments.

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

⛳️ Requirements

• A minimum of 4 years' 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.

• Experience collaborating across multiple lines of business to create organization-wide impact.

• Strong analytical skills to assess customer usage data, KPIs, and health indicators and convert insights into actionable recommendations.

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

• Robust program management experience overseeing large, cross-functional teams.

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

• A commitment to continuous learning about the technology industry, customer experience technologies, technology platforms and solutions, AI advancements, and trends associated with leading global brands.

• Outstanding communication and presentation abilities, with a talent for influencing at executive and C-level.

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

• Local candidates strongly preferred.

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

• Project Management Professional certification (PMP, PMI-PMP, LSS) 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 discretionary bonus plans, commission plans, and/or equity plans depending on the role.