Director Customer Success

Responsibilities

• You ensure customers are achieving success and receiving value from Sprinklr.
• You own and execute the operating rhythm for your team. You share the big picture vision, so each of your leaders can drive their own goals and initiatives, in alignment with your goals, and their customer segments.
• You make sure your leaders and teams have the right tools, information and resources to effectively empower their customers success.
• Who You Are & What Makes You Qualified?
• You have led high-performing, customer-facing teams in multiple regions, managing enterprise and global customers.
• Demonstrate excellent listening skills, empathy and care of your team and customers.
• You have ample experience directing and coaching teams toward strategic outcomes.
• You have a track record of accurate forecasting in a SaaS organization. You lean into the administrative parts of your role.
• You know how to balance strategic and tactical expectations of the leadership role.
• Display a Growth Mindset. You possess a curious approach to life, and to your work. You embrace continuous learning as a daily practice; you stay current on social media marketing, Customer service and unified customer experience thought leadership and best practices.
• Experienced serving as a collaborator, working well cross functionally - internally, externally and with your team.
• Skilled in growing global strategic accounts, as well as small and medium companies, and understanding how and when to leverage different internal stakeholders and resources.
• You thrive in ambiguity in a fast-paced environment and support your team in doing the same.
• Proven ability to drive value delivery/realization and change management programs.
• Experience building relationships with executive levels across a customer base. You understand what an executive needs to be successful at a global, multinational business.
• Understand the importance of, and maintain the knowledge to, successfully align technology platforms to a customer's core business goals.
• Understand the complexity of scaling a success team while optimizing costs and customer impact.
• Additional Qualifications
• 10+ years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization
• Fluent German essential
• Demonstrated experience and a passion for the social technology universe (i.e., Facebook, Twitter, YouTube, Instagram, Flickr, blogs, G+, LinkedIn, wikis, RSS, social bookmarking, discussion forums and community software)
• Experience using customer success software, CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)
• Bachelor's and/ or Master's degree from a top college or university
• Possess strong recommendations for current and former peers.
• Expected to travel up to 25-30% of the time on average
• "Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based."
• 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

Benefits

Additional Information

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 The Director Customer Success manages a team of high-performing Success Managers for the Large Enterprise and Strategic Segments of customers, providing relationship leadership, council, and career coaching to drive superior retention and growth.

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