Define and execute the Customer Success strategy for the region, aligned to global priorities and regional market dynamics
Establish scalable engagement models across onboarding, adoption, value realization, renewal, and expansion
Align customer segmentation and coverage models to revenue tiers, complexity, and growth potential
Standardize success planning, value measurement, and executive engagement frameworks across the region
Contribute to global Customer Success strategy and operating model evolution
Lead and Scale a High-Performance Organization
Build, lead, and develop a multi-layer Customer Success organization across the region
Hire, coach, and enable senior leaders and frontline managers
Establish clear career paths, capability frameworks, and succession plans
Drive consistent execution standards while enabling regional nuance
Foster a high-performance, customer-obsessed culture focused on accountability and outcomes
Own Customer Outcomes and Value Realization
Own regional performance across customer health, retention, and net revenue retention (NRR)
Ensure every strategic customer has a measurable success plan aligned to business KPIs
Drive consistent use of adoption diagnostics, workspace reviews, and value realization frameworks
Ensure teams translate product usage into clear ROI narratives and executive-level value articulation
Identify systemic adoption blockers and drive resolution through coordinated action
Executive Sponsorship and Strategic Account Leadership
Serve as executive sponsor for the region's most strategic and at-risk customers
Build trusted relationships with senior customer stakeholders across business and digital functions
Lead executive conversations on value realization, transformation progress, and platform strategy
Provide leadership during escalations, renewals, and critical commercial moments
Drive Customer Transformation
Act as a strategic advisor to customer leadership on evolving operating models across marketing, customer experience, and service
Coach Success Managers to c hampion the use of Sprinklr to modernize workflows, improve efficiency, and enable data- and AI-driven decision-making
Ensure customers are progressing toward scalable, sustainable platform adoption
Cross-Functional and Commercial Leadership
Partner with regional Sales leadership on account strategy, renewals, and expansion
Align with Services, Product, and Support to ensure a seamless end-to-end customer experience
Represent the regional voice of the customer to influence product priorities and roadmap
Ensure strong alignment between customer outcomes and commercial objectives
Operational and Forecasting Excellence
Own forecasting for customer health, renewal risk, and expansion potential
Establish and run a disciplined operating cadence with data-driven reporting
Ensure effective use of customer success platforms, telemetry, and performance metrics
Optimize resource allocation and coverage models to balance efficiency and impact
Required Qualifications
Bachelor's degree
Benefits
Health 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
The Senior Director of Customer Success - EMEA is a regional executive leader responsible for defining, scaling, and operating Sprinklr's Customer Success organization across enterprise and strategic customers. Reporting to the SVP of Customer Success, this role owns regional customer outcomes, retention, and expansion, ensuring Sprinklr delivers measurable and sustained business value across complex, multi-country accounts.
Operating at the intersection of customer outcomes, product capability, and commercial execution, this leader ensures Sprinklr is deeply embedded in customers' operating models and recognized as a strategic platform partner. This role leads senior Customer Success leaders and managers, sets the regional Customer Success strategy, and partners closely with regional Sales, Services, Product, and Global Customer Success leadership. In addition, this role serves as an executive sponsor for the region's most critical accounts and acts as a transformation partner to customer leadership teams.
Sprinklr · United Kingdom