The Director of Customer Success is a senior leader responsible for building, scaling, and operating Sprinklr's Customer Success organization for enterprise and strategic customers. This role leads Customer Success Managers to drive adoption, value realization, retention, and long-term customer outcomes across the Sprinklr platform.
Operating at the intersection of customer outcomes, product capability, and commercial success, this role ensures Sprinklr delivers measurable business impact and becomes embedded in customers' operating models.
Responsibilities
Lead and Scale Customer Success
Build, lead, and develop a high-performing team of Customer Success Managers
Define engagement models across onboarding, adoption, value realization, and renewal
Establish consistent standards for success planning, customer engagement, and value delivery
Align coverage models to customer segments and commercial priorities
Drive Adoption and Customer Outcomes
Own CSM performance across adoption, customer health, retention, and expansion
Ensure measurable customer success plans aligned to business KPIs and Sprinklr capabilities
Standardize usage diagnostics, workspace audits, and adoption playbooks
Translate product usage into clear ROI and executive-level value narratives
Identify and remove systemic adoption blockers cross-functionally
Executive Engagement
Serve as executive sponsor for high-value and at-risk accounts
Build relationships with senior stakeholders (CMO, CDO, CX, Digital leaders)
Lead executive conversations on transformation progress and business outcomes
Support critical renewals and escalations with strong executive presence
Develop High-Impact Teams
Recruit, onboard, and coach top-tier CSMs and frontline leaders
Elevate teams to act as strategic advisors
Build strengths in value realization, executive communication, and product fluency
Cross-Functional & Operational Leadership
Partner with Sales, Services, Product, and Support for a seamless customer experience
Represent the voice of the customer internally
Own forecasting for customer health, renewal risk, and expansion
Run a rigorous operating cadence and optimize team capacity and coverage
Requirements
Bachelor's degree; advanced degree preferred
10+ years in Customer Success, Consulting, or SaaS; 5+ years leading enterprise teams
Strong expertise in customer lifecycle management, adoption, and value realization
Experience with enterprise SaaS platforms (Marketing, CX, or Contact Center)
Executive stakeholder management and strong operational rigor
What Sets You Apart
Proven ability to build outcome-driven, product-led CS organizations
Strong at linking adoption to measurable business impact
Executive presence with customers and internal leadership
Passion for building high-performing teams
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
Sprinklr · US