Lead Customer Success Manager - CCaaS

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

** This role requires you to be onsite at the customer's Dallas office 3-4 days/week**

Sprinklr’s Customer Organization focuses on four strong pillars of Client Experience, Operational Excellence, Profitable Growth and Team & Culture.

Sprinklr’s Customer Success Managers (CSMs) align highly skilled expertise, thought leadership and program management to align Sprinklr solutions to customers biggest challenges. With a bias towards action and ability to deliver organizational-wide impact, the CSM develops and program manages a plan to empower the customer to do things differently and better using Sprinklr.

The Lead CSM is able expertly program manage and prioritize initiatives across a portfolio of customers by developing a deep understanding of their customers business, processes, teams and technical architectures (tech stacks); this enables the Lead CSM to prescribe use of Sprinklr products and features to solve high level business challenges and resolve organizational inefficiencies. The Lead CSM’s deep knowledge of Sprinklr’s product and solutions is paired with domain and industry expertise, business acumen, exceptional communication and program management skills, positioning the Lead CSM to take a consultative approach in informing and actioning on partnership strategy plans.

Directly responsible for:

• Customer relationship accountability, to which proactive communication, program management, representation and expectation management is foundational.
  • Cultivate relationships with key stakeholders across customer organizations and establish new 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 resources are engaged, and effective solutions are implemented, at each stage of the lifecycle to achieve successful outcomes.
  • Ensure awareness of Sprinklr’s product, product roadmap and new releases to all relevant customer stakeholders, in the context of the customer stakeholder’s role, current and prescribed future use cases of Sprinklr.
• Customer’s product adoption, realized value, and ROI from Sprinklr: Ensuring customer’s achievement of Sprinklr use cases, validated with business metrics and href="https://sprinklrbenefits.com/">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.

  JOB REQ COMPENSATION RANGE

  $134,000 - $223,000

  The base salary range for this role is shown above. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan, and/or equity plan, depending on role.

  US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

  Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.

  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.