Senior Manager, Customer Success

🔥 16 hours ago

🌵 Arizona, Colorado, +3 more states – Remote

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

💵 $134k - $223k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Lead, manage, coach, and develop Customer Success Managers across enterprise segments • Ensure consistent execution across onboarding, adoption, value realization, and renewals • Establish standards for success planning, customer health, and value delivery • Align workload and coverage based on customer needs and priorities • Own customer health, adoption, and retention outcomes across the assigned portfolio • Ensure measurable success plans align with customer KPIs and Sprinklr capabilities • Reinforce use of usage data, workspace audits, and adoption playbooks • Help teams articulate ROI, outcomes, and value to operational and executive stakeholders • Escalate and help resolve adoption risks and customer challenges • Act as escalation point and sponsor for key and at-risk customers • Support executive-level customer conversations alongside Sales and senior Customer Success leadership • Participate in renewal planning, risk mitigation, and expansion discussions • Build team capabilities in product fluency, executive communication, and value storytelling • Foster accountability, customer focus, and continuous improvement • Partner with Sales, Services, Product, and Support to deliver a cohesive customer experience • Provide customer feedback to inform product improvements and internal processes • Monitor customer health, renewal risk, and expansion signals • Run account reviews and risk discussions • Ensure accurate use of customer success systems, metrics, and reporting • Support renewal readiness and ongoing account planning

🎯 Requirements

• Bachelor’s degree or equivalent experience • 8+ years of experience in Customer Success, Consulting, or SaaS roles • 3+ years of experience managing customer-facing teams in enterprise environments • Strong understanding of customer adoption, lifecycle management, and value realization • Experience engaging with senior customer stakeholders • Ability to operate effectively in cross-functional environments • Proven ability to coach teams to drive adoption and measurable customer outcomes • Strong operational discipline paired with a customer-first mindset • Comfort operating between strategy and day-to-day execution • Clear, confident communication with customers and internal partners • Current and unrestricted work authorization in the country where the role is based; visa sponsorship or work authorization support unavailable

🏖️ Benefits

• Voluntary healthcare coverage for employees and families where applicable • Paid time off • Open Mentoring Program • 401k plan with 100% vested company contributions • Flexible paid time off • Paid holidays • Generous caregiver and parental leaves • Life and disability insurance • Medical, dental, vision, and prescription drug coverage • Eligibility for discretionary bonus plan, commission plan, and/or equity plan, depending on role