Senior Manager, Customer Success

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

📋 Description

• Lead, supervise, mentor, and cultivate the skills of Customer Success Managers across various enterprise segments.

• Ensure uniform execution throughout onboarding, adoption, value realization, and renewal processes.

• Set benchmarks for success planning, customer health assessments, and value delivery.

• Align workloads and coverage in accordance with customer requirements and priorities.

• Take ownership of customer health, adoption, and retention metrics within the assigned portfolio.

• Ensure that measurable success plans are in alignment with customer KPIs and Sprinklr’s capabilities.

• Promote the utilization of usage data, workspace evaluations, and adoption playbooks.

• Assist teams in articulating ROI, outcomes, and value to both operational and executive stakeholders.

• Identify and escalate adoption risks and customer challenges, aiding in their resolution.

• Serve as the escalation point and advocate for key and at-risk customers.

• Support high-level customer discussions in collaboration with Sales and senior Customer Success leadership.

• Engage in renewal planning, risk mitigation, and discussions regarding expansion.

• Enhance team capabilities in product knowledge, executive communication, and value storytelling.

• Promote accountability, customer-centricity, and a culture of continuous improvement.

• Collaborate with Sales, Services, Product, and Support teams to ensure a seamless customer experience.

• Provide customer insights to guide product enhancements and internal procedures.

• Monitor customer health, renewal risks, and signals for potential expansion.

• Conduct account reviews and risk assessments.

• Ensure accurate utilization of customer success systems, metrics, and reporting practices.

• Assist in preparing for renewals and ongoing account management.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• Over 8 years of experience in Customer Success, Consulting, or SaaS roles.

• At least 3 years of experience managing customer-facing teams in enterprise settings.

• Strong knowledge of customer adoption, lifecycle management, and value realization.

• Experience in engaging with senior customer stakeholders.

• Capability to operate efficiently in cross-functional environments.

• Proven track record of coaching teams to enhance adoption and achieve measurable customer outcomes.

• Strong operational discipline coupled with a customer-first approach.

• Comfort in navigating between strategic planning and daily execution.

• Clear and confident communication skills with customers and internal partners.

• Valid and unrestricted work authorization in the country where the role is based; visa sponsorship or work authorization support is not available.

🏝️ 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.

• Comprehensive medical, dental, vision, and prescription drug coverage.

• Eligibility for discretionary bonus plans, commission plans, and/or equity plans, depending on the role.