Customer Lifecycle Management at Scale: Design, implement, and optimize digital-first programs to support a large customer base. This includes automated onboarding workflows, in-product guidance, and self-service resources.
Drive Product Adoption & Engagement: Develop and execute digital campaigns (e.g., email, in-app messaging) to drive feature adoption, promote best practices, and increase overall product usage.
Churn & Expansion Identification : Use predictive analytics to spot early signs of customer churn and identify opportunities for cross-selling and upselling to expand the customer base.
Customer Advocacy: Act as the voice of the customer by collecting and analyzing feedback, and sharing insights with internal teams (Product, Engineering, Marketing, and Sales) to influence the product roadmap and improve the overall customer experience
Automation & Scalability : Identify opportunities to automate customer success processes and implement scalable, self-service resources to handle a large customer base efficiently.
Content and Resource Creation: Contribute to the creation and maintenance of customer-facing resources, such as knowledge base articles, webinars, tutorials, and success playbooks, to empower customers to achieve their goals independently.
Reporting and Analysis: Track, report on, and optimize key performance indicators (KPIs) for digital success initiatives, such as product adoption rates, customer retention, and Customer Happiness Index (CHI).
Responsible for customer workspace configuration audits, partnering with cross-functional teams on the process and related deliverables.
Required Qualifications
Bachelor's degree in business, engineering, IT, communications or equivalent work experience.
5+ years of experience in a Customer Success, Account Management, or a strategic digital/social role, preferably within a SaaS or MarTech /AdTech environment.
Demonstrated ability to be hands-on with a complex platform, translating business objectives into specific use cases, features, and value propositions.
Exceptional written and verbal communication skills .
Strong analytical skills with the ability to interpret product usage data and marketing KPIs to provide actionable, data-driven recommendations .
What set s you apart?
Prior hands-on experience implementing or optimizing Sprinklr platform or similar platform .
Experience with marketing automation, content management systems, and customer success platforms .
Experience in data-driven decision making and understanding of success metrics for content and digital programs .
Lead a new category of enterprise software that we call Unified-CXM.
Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.
Create a culture of customer obsession, with
Benefits
Vision insurance
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
Role Summary
As a Digital Success Manager, you will be responsible for managing a large portfolio of customers at scale, focusing on our low-touch and tech-touch segment s by leveraging digital tools like Sprinklr and scalable, data-driven strategies for digital engagement to guide customers through their lifecycle, rather than relying solely on one-on-one traditional interactions . You will use analytics and automation to deliver personalized digital journeys, identify at-risk accounts, detect upsell opportunities, and create self-service resources like webinars and email campaigns to manage customer relationships and drive growth cost-effectively. This role is ideal for a proactive and strategic thinker who is passionate about using technology to deliver exceptional customer experiences.
Sprinklr · India