Director Customer Success
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
The Director Customer Success manages a team of high-performing Success Managers for the Large Enterprise and Strategic Segments of customers, providing relationship leadership, council, and career coaching to drive superior retention and growth.
What You’ll Do
You ensure A+ talent in every seat. You proactively recruit, enable, and retain a high performing team in alignment with the Sprinklr Way. You inspire, coach and engage your leaders and CSM teams to achieve above and beyond their goals. You create intimacy amongst team members and partners to develop an environment of trust where people can grow and thrive.
You ensure customers are achieving success and receiving value from Sprinklr.
You expertly drive internal collaboration and open communication between Customer Success, Services, Product, Support and Sales to drive results. You roll your sleeves up and get highly involved in the Sprinklr software and coaching your leaders and team members through ideal outcomes using the solution.
You own and execute the operating rhythm for your team. You share the big picture vision, so each of your leaders can drive their own goals and initiatives, in alignment with your goals, and their customer segments.
You make sure your leaders and teams have the right tools, information and resources to effectively empower their customers success.
Who You Are & What Makes You Qualified?
You have led high-performing, customer-facing teams in multiple regions, managing enterprise and global customers.
Demonstrate excellent listening skills, empathy and care of your team and customers.
You have ample experience directing and coaching teams toward strategic outcomes.
You have a track record of accurate forecasting in a SaaS organization. You lean into the administrative parts of your role.
You know how to balance strategic and tactical expectations of the leadership role.
Display a Growth Mindset. You possess a curious approach to life, and to your work. You embrace continuous learning as a daily practice; you stay current on social media marketing, Customer service and unified customer experience thought leadership and best practices.
Experienced serving as a collaborator, working well cross functionally - internally, externally and with your team.
Skilled in growing global strategic accounts, as well as small and medium companies, and understanding how and when to leverage different internal stakeholders and resources.
You thrive in ambiguity in a fast-paced environment and support your team in doing the same.
Proven ability to drive value delivery/realization and change management programs.
Experience building relationships with executive levels across a customer base. You understand what an executive needs to be successful at a global, multinational business.
Understand the importance of, and maintain the knowledge to, successfully align technology platforms to a customer’s core business goals.
Understand the complexity of scaling a success team while optimizing costs and customer impact.
Additional Qualifications
10+ years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization
Fluent German essential
Demonstrated experience and a passion for the social technology universe (i.e., Facebook, Twitter, YouTube, Instagram, Flickr, blogs, G+, LinkedIn, wikis, RSS, social bookmarking, discussion forums and community software)
Experience using customer success software, CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)
Bachelor’s and/ or Master’s degree from a top college or university
Possess strong recommendations for current and former peers.
Expected to travel up to 25-30% of the time on average
“Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.”
We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data - helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:
Lead a new category of enterprise software that we call Unified-CXM.
Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.
Create a culture of customer obsession, with trust, teamwork, and accountability.
We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything - and everyone - can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.
We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off - it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.
To learn more about employee benefits by region, click here.
To learn more about all-things-Sprinklr, visit our candidate resource hub here.
EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.
Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.
Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.
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