Sr. Customer Success Manager

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr ’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. Job Description Job Description Sprinklr ’s Customer Organization focuses on four strong pillars of Client Experience, Operational Excellence, Profitable Growth and Team & Culture. Sprinklr ’s Customer Success Managers (CSMs) align highly skilled expertise, thought leadership and program management to align Sprinklr solutions to customers biggest challenges. With a bias towards action and ability to deliver organizational-wide impact, the CSM develops and program manages a plan to empower the customer to do things differently and better using Sprinklr . The CSM is able expertly program manage and prioritize initiatives across a portfolio of customers by developing a deep understanding of their customers business, processes, teams and technical architectures (tech stacks); this enables the CSM to prescribe use of Sprinklr products and features to solve high level business challenges and resolve organizational inefficiencies. The CSM’s deep knowledge of Sprinklr ’s product and solutions is paired with domain and industry expertise, business acumen, exceptional communication and program management skills, positioning the CSM to take a consultative approach in informing and actioning on partnership strategy plans. Directly responsible for: - Customer relationship accountability, to which proactive communication, program management, representation and expectation management is foundational. - Cultivate relationships with key stakeholders across customer organizations and establish new relationships, directly or by introducing Sprinklr executives and product leadership. - Build customer champions and advocates to ensure clients can articulate and understand the value Sprinklr is driving to their business. - Oversee customer adoption journey, ensuring appropriate resources are engaged, and effective solutions are implemented, at each stage of the lifecycle to achieve successful outcomes. - Ensure awareness of Sprinklr ’s product, product roadmap and new releases to all relevant customer stakeholders, in the context of the customer stakeholder’s role, current and prescribed future use cases of Sprinklr . - Customer’s product adoption, realized value, and ROI from Sprinklr : Ensuring customer’s achievement of Sprinklr use cases, validated with business metrics and data-driven insights. - Co-develop customer outcomes plan to deliver on agreed KPI’s and success metrics. Conduct regular customer cadences to align on value realization, agreed business priorities, and provide thought leadership specific to client’s evolving business needs. - Meticulously track customer health data using CSP tools, including; product and feature adoption, and consumption against Sprinklr contract commitments. Accountable in using customer health data to drive customer management activities, inform recommendations and manage risk. - Customer Empowerment and Enablement: Implementing repeatable playbooks to create a strong and functional operating state. - Drive customer self-service capabilities to reduce costs, drive scale and ensure increased usage, stickiness and customer retention. - Proa