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

Role Purpose

Leads complex enterprise partnerships and transformation programmes with substantial independence.

What You'll Do

• Understand customer objectives, processes, teams, technical architecture and use of Sprinklr.

• Build success plans with agreed outcomes, adoption goals, key performance indicators and measures of value.

• Use customer health, adoption and consumption data to identify risks, opportunities and actions.

• Conduct customer cadences and business reviews to align priorities, demonstrate value and maintain sponsorship.

• Guide customers on product capabilities, use cases, releases, roadmap context and adoption practices.

• Coordinate Product, Support, Services, Sales, Solutions Consulting and Partnerships resources.

• Identify adoption blockers, consumption risks and workflow inefficiencies and drive corrective action.

• Advocate for customer needs internally and shape practical paths to resolution.

• Identify retention and expansion opportunities based on customer priorities and realised value.

• Build customer champions who can articulate the value achieved through Sprinklr.

• Own high-value customers with complex stakeholders, technical environments and transformation priorities.

• Lead cross-functional programmes spanning business units, use cases and implementation workstreams.

• Develop creative approaches where standard playbooks are insufficient.

• Coach colleagues and improve success practices and governance.

• Deliver locally relevant success planning, governance and long-term value realisation.

• Navigate consensus-based stakeholder environments and regional or global teams.

Who You Are and What Makes You Qualified

• 8-12 years of relevant experience, or equivalent experience.

• Business-level or native-level Japanese is required.

• Professional English is required for regional and global collaboration.

• Wide-ranging Customer Success, Technical Account Management or technology consulting experience.

• Success leading enterprise adoption, transformation or value-realisation programmes.

• Advanced ability to convert customer data into executive action plans.

• Strong commercial judgement across retention, expansion and strategic growth.

• Ability to resolve complex issues and coordinate senior stakeholders.

• Advanced executive communication, programme management and consulting capability.

• Knowledge of Japanese enterprise practices is highly valued.

• Ability to travel within Japan.

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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If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.