Customer Success Manager – Service

🕒 February 10

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Sprinklr

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

SaaS • Artificial Intelligence • Enterprise

Sprinklr is a leading provider of enterprise software for customer experience management. It offers a unified platform that integrates various digital and social channels to optimize customer engagement and marketing efforts. Key products include Sprinklr Service, Sprinklr Social, Sprinklr Insights, and Sprinklr Marketing, focusing on enhancing customer service, social media interactions, and marketing campaigns. The platform leverages AI technology to provide real-time insights, streamline workflows, and improve productivity. Trusted by some of the world's most valuable brands, Sprinklr aims to deliver consistent and exceptional customer experiences across all touchpoints.

📋 Description

• Serve as a trusted advisor to Heads of Service, Contact Center Directors, and Support Transformation leads • Map legacy operations (telephony, IVR, ticketing, WFM) into modern Sprinklr-enabled workflows using AI routing, unified agent desktop, knowledge bases, and self-service portals • Own product adoption and provide technical consultancy across Care modules: Case Management, Smart Responses, Bot Framework, Agent Assist, Knowledge Base, Routing Logic • Lead workspace audits and change plans; ensure platform architecture reflects customer priorities (AHT, CSAT, first contact resolution, deflection rate, etc.) • Develop and deliver scalable enablement plans for service ops, quality, and agent teams—ensuring alignment with process maps and internal KPIs • Promote feature adoption via playbooks, pilot programs, performance dashboards, and monthly ROI tracking • Identify early signs of stagnation, low adoption, or implementation gaps—build risk plans and mitigation steps based on CSP telemetry • Partner with Sales and Solutions Consultants to surface new use cases (e.g., adding messaging, voice, co-browse, or WFM integrations) • Serve as the escalation point for advanced Care/CCaaS product issues; coordinate with Support, Product, and Engineering teams on behalf of the customer • Lead cross-functional coordination across IT, business, and third-party vendors to drive complex programs (e.g., voice rollout, CRM integrations, compliance configurations)

🎯 Requirements

• 6+ years in enterprise service operations, CCaaS, or CX tech consulting • Fluency in German and English (verbal and written) is a must • Deep understanding of contact center operations, metrics (AHT, SLA, occupancy, NPS), and change management practices • Experience with at least one major service platform (e.g., Salesforce Service Cloud, NICE, Genesys, Zendesk) • Proven experience leading multi-year service transformation programs involving multiple business units and systems • Strong capability in project/program management, stakeholder engagement, and technical solutioning • Familiarity with conversational AI platforms, IVR, NLP, and ML models in service automation contexts

🏖️ Benefits

• Voluntary healthcare coverage • Paid time off • Open Mentoring Program