Senior Manager, Customer Success – Central

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Lead and nurture the Customer Success Managers team.

• Oversee, mentor, and grow a team of Customer Success Managers across various enterprise segments.

• Ensure effective execution of customer engagement during onboarding, adoption, value realization, and renewal phases.

• Set consistent standards for success planning, customer health monitoring, and value delivery.

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

• Guarantee that CSMs develop clear and measurable success plans that align with customer KPIs and Sprinklr capabilities.

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

• Guide CSMs to function as trusted advisors instead of merely reactive support personnel.

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

• Track customer health, renewal risks, and expansion indicators across the team’s accounts.

⛳️ Requirements

• Bachelor's degree or equivalent professional experience.

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

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

• Solid understanding of customer adoption, lifecycle management, and value realization processes.

• Proven experience in engaging with senior-level customer stakeholders.

• Capability to work effectively in cross-functional teams.

🏝️ Benefits

• Voluntary healthcare coverage.

• Paid time off.

• 401k plan with 100% vested company contributions.

• Flexible paid time off policy.

• Generous caregiver and parental leave options.

• Life and disability insurance.

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