Lead and refine the CritSit operating model, including intake, cadence, and closure standards
Strengthen escalation pathways and drive adoption across the field
Define and report on key program metrics, such as time to resolution and stakeholder satisfaction
Intake, Triage & Executive Alignment
Manage escalation intake with clear context and documented prior actions
Align stakeholders and lead action plan reviews within 24 hours
Ensure the right level of executive sponsorship and engagement
Cross-Functional Leadership (DRI)
Serve as DRI, mobilizing teams and driving execution against action plans
Run a structured execution cadence with clear ownership and accountability
Escalate risks early and provide concise executive updates
Tooling & Communication Rigor
Maintain structured tracking, such as Jira, and accurate status reporting
Oversee dedicated communication channels in Teams
Maintain strong documentation and reporting discipline
Customer Success Outcomes
Partner with Customer Success teams to deliver clear, customer-facing messaging
Translate technical issues into business impact for executives
Spot trends and drive preventive improvements
Requirements
10+ years of experience in Customer Success, Support, Services, or customer-facing program management within enterprise SaaS
Proven ability to lead through influence in high-priority, ambiguous situations
Strong executive communication and stakeholder management skills
Data-driven with strong operational discipline
Technically fluent and able to simplify complex issues
Experience working across Sales, Product, Support, and Services
Experience managing escalation or incident programs, such as Sev1 or Sev0
Familiarity with tools like Jira and with building scalable playbooks
Understanding of post-sale customer outcomes, including adoption, retention, and renewals
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 trust, teamwork, and accountability.
Benefits
Health insuranceVision 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
Program Manager - Critical Customer Situations (CritSit) leads Sprinklr's post-sale escalation program. This role oversees the end-to-end approach for high-impact customer issues, driving fast intake, executive alignment, disciplined execution, and clear communication with customers.
You will partner across Customer Success, Support, Product/Engineering, Services, Sales, and leadership to resolve escalations, protect customer outcomes, and reduce risk to retention and reputation.
Sprinklr · India