Lead Customer Success Manager

🔥 55 minutes ago

🌵 Arizona, Colorado, +3 more states – Remote

🌵 Arizona – Remote ⛰️ Colorado – Remote 🌲 Oregon – Remote ⛷️ Utah – Remote ☕ Washington – Remote

💵 $121k - $201k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Sprinklr

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

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

• Manage customer relationships through proactive communication, program management, representation, and expectation management • Cultivate relationships with key stakeholders and establish new customer relationships • Build customer champions and advocates who can articulate Sprinklr’s business value • Oversee the customer adoption journey and ensure appropriate resources and effective solutions are engaged at each lifecycle stage • Maintain stakeholder awareness of Sprinklr products, product roadmap, and new releases • Develop customer outcomes plans tied to KPIs and success metrics • Conduct regular customer cadences focused on value realization and business priorities • Track customer health data using CSP tools, including product and feature adoption and consumption against contract commitments • Use customer health data to drive customer management activities, recommendations, and risk management • Implement repeatable playbooks and drive customer self-service capabilities • Identify adoption blockers and prescribe training curricula, optimized workflows, or feature usage • Advocate for customers with Sprinklr’s Product and Partnerships teams • Identify upsell and cross-sell opportunities with Sales, Solutions Consulting, and cross-functional teams • Expand customers’ use of Sprinklr products and consolidate their technology stack • Monitor competitive solutions, market trends, and technology industry trends • Advocate for customers during implementation of new features, products, or integrations to ensure use cases, scope, and timelines are achieved

🎯 Requirements

• 5+ years' 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 • Ability to analyze customer usage data, KPIs and health indicators and translate findings into actionable recommendations • Demonstrated experience and/or knowledge of marketing automation technologies, 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 • Ability to explain complex technical concepts in business-friendly terms and map business requirements into technical features • Interest in continuously learning about the tech industry, customer experience technologies, technology platforms and solutions, AI advancement, and trends with top global brands • Exceptional communication and presentation skills, including the ability to communicate and influence at executive and C-level • Ability to travel between 25-50% of the time; candidates local to clients strongly preferred • Project Management Professional certification (PMP, PMI-PMP, LSS) a plus • Bachelor’s degree from an accredited college or university, or relevant experience • Current and unrestricted work authorization in the country where the role is based • Applicants requiring visa sponsorship or work authorization support cannot be considered

🏖️ Benefits

• Discretionary bonus plan • Commission plan • Equity plan • 401k plan with 100% vested company contributions • Flexible paid time off • Holidays • Generous caregiver and parental leaves • Life and disability insurance • Medical, dental, vision, and prescription drug coverage • Paid time off to recharge and spend time with loved ones • Open Mentoring Program • Reasonable accommodations available upon request during the interview process

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