Job DescriptionOverviewThe 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.
What You'll DoLead 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
Qualifications- 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
JOB REQ COMPENSATION RANGE The base salary range for this role is shown above. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr's discretionary bonus plan, commission plan, and/or equity plan, depending on role.
US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees' health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.
