Sr. Success Manager (EMEA Shift)
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
Sr. Success Manager (EMEA Shift)
Sprinklr’s Customer Organization focuses on four strong pillars of Client Experience, Operational Excellence, Profitable Growth and Team & Culture.
Sprinklr’s Customer Success Manageralign highly skilled expertise, thought leadership and program management, and unlock the deepest level of partnership with customers. With a bias towards action and ability to deliver organizational-wide impact, the CSMstrategizes and executes on a planhow the customer can do things differently and better using Sprinklr.
The CSM develops a deep understanding of the customer’s business, processes, teamsand technical architectures (tech stacks), to prescribe use of Sprinklr products and features to solve high level business challenges and resolve organizational inefficiencies. The CSM’s advanced mastery of Sprinklr’s product and solutions is paired with domain and industry expertise, business acumen, and exceptional communication and program management skills, positioning the CSMto take a consultative approach in informing and actioning on partnership strategy plans
Directly responsiblefor:
Manage a portfolio of customers at scale, delivering proactive guidance, adoption support, and value realization across multiple accounts simultaneously through a structured engagement model.
Prioritize customer needs effectively and drive outcomes through a mix of digital touchpoints, virtual engagements, and scalable success programs while maintaininghigh customer satisfaction.
Demonstrate a strongunderstanding of SaaS platforms, customer workflows, integrations, and product capabilities to effectively guide customers on adoption and best practices.
Translate customer business requirements into product recommendations, troubleshoot common platform queries, and collaborate with cross-functional teams to drive successful outcomes.
Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to showcasevalue realization, align onbusiness objectives, review adoption metrics, and identifyopportunities to drive customer outcomes and growth.
Cultivate relationships with key stakeholders across customer organizations and establishnew 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 resourcesare engaged, and effective solutions are implemented, at each stage of the lifecycle to achieve successful outcomes.
Ensure awareness of Sprinklr’s product, product roadmapand new releases to all relevant customer stakeholders, in the context of the customer stakeholder’s role, current and prescribed future use cases of Sprinklr.
Co-develop a success plan with customer to deliver on agreed KPI’s and success metrics. Conduct regular customer cadences to alignonvalue realization, agreed business priorities, and provide thought leadership specific to client’s evolving business needs.
Leverage customer health data, product adoption insights, and consumption metrics to proactively identifyrisks, drive recommendations, and improve customer outcomes.
Responsible for customer workspace configuration audits, partnering with cross-functional teams on the process and related deliverables.
Drive customer enablement and self-service adoption through scalable playbooks, best practices, and digital programs to improve adoption, retention, and operational efficiency
Proactively identifyadoption blockers to eliminateconsumption risk. Empower customersin using Sprinklr to minimize redundant workflows, processesand resources.
Advocate for the customer with Sprinklr’s Product Team and Partnerships Team which entails identifyingproduct enhancements, opportunities and paths to solutions that require development and sometimes third-party partners.
Increasing revenue from customers. Collaborate with the Sales, Solutions Consultant &other cross-functional teams to identifyupsell and cross-sell opportunities.
Develop a deep understanding of customer business objectives, industry trends, competitorsand market dynamics to identifyopportunities for value realization, expansion, and strategic growth.
Preferred qualifications & skills:
Minimum of 6-8years' experience in Customer Success, Technical Account management, Technology Consulting,or Technology Solutions Development.
Experience delivering large-scale transformational programs across Fortune 100 enterprise clients’ customer experience functions, working across multiple lines of business to deliver organization-wide impact, often breaking through legacy silos.
Ability to analyze customer’susage data, KPIs and health indicators to identifyopportunities for improvement and translate into actionable recommendations, planand path to solutions.
Demonstrated experience and/or knowledge of marketing automation technologies, or contact center technologies digital transformation, AI solutions, market research and insights, business analytics, emerging technologies, and data management platforms and technology.
Strong program management experience overseeing large, cross-functional teams to ensure timelyexecution of deliverables.
Proven ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners, as well as mapping business requirements into technical features.
Interest in continuously learning and advancing understanding of tech industry, customer experience technologies, technology platforms and solutions, AI advancement, and trends with top global brands
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.
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