Job DescriptionOverviewThe Senior Manager of Customer Success for the West region is responsible for leading a team of Customer Success Managers supporting enterprise and strategic customers reporting to the Director of Customer Success. This role focuses on driving product adoption, value realization, and retention while ensuring consistent, high-quality customer engagement across the Sprinklr platform.
The Senior Manager partners closely with Sales, Services, and Product teams to help customers achieve measurable business outcomes and to scale effective customer success practices.
What You'll Do Lead and Develop Customer Success Managers - Manage, coach, and develop a team of Customer Success Managers across enterprise segments
- Ensure strong execution of customer engagement across onboarding, adoption, value realization, and renewals
- Establish consistent standards for success planning, customer health, and value delivery
- Support workload and coverage alignment based on customer needs and priorities
Drive Adoption and Customer Outcomes - Own customer health, adoption, and retention outcomes across the assigned portfolio
- Ensure CSMs create clear, measurable success plans aligned to customer KPIs and Sprinklr capabilities
- Reinforce disciplined use of usage data, workspace audits, and adoption playbooks
- Help teams articulate ROI, outcomes, and value to both operational and executive stakeholders
- Escalate and help resolve adoption risks and customer challenges
Executive and Customer Engagement - Act as an escalation point and sponsor for key and at-risk customers
- Support executive-level customer conversations alongside Sales and senior CS leadership
- Participate in renewal planning, risk mitigation, and expansion discussions
Team Enablement and Execution - Coach CSMs to act as trusted advisors rather than reactive support resources
- Build team capabilities in product fluency, executive communication, and value storytelling
- Foster accountability, customer focus, and continuous improvement
Cross-Functional Collaboration - Partner with Sales, Services, Product, and Support to deliver a cohesive customer experience
- Provide feedback and insights from customers to inform product improvements and internal processes
- Ensure customers experience consistent messaging and coordination across Sprinklr teams
Operational Management - Monitor customer health, renewal risk, and expansion signals across the team's accounts
- Run regular operating rhythms including account reviews and risk discussions
- Ensure accurate use of customer success systems, metrics, and reporting
- Support renewal readiness and ongoing account planning
Qualifications - Bachelor's degree or equivalent experience
- 8+ years of experience in Customer Success, Consulting, or SaaS roles
- 3+ years of experience managing customer-facing teams in enterprise environments
- Strong understanding of customer adoption, lifecycle management, and value realization
- Experience engaging with senior customer stakeholders
- Ability to operate effectively in cross-functional environments
What Sets You Apart - Proven ability to coach teams to drive adoption and measurable customer outcomes
- Strong operational discipline paired with a customer-first mindset
- Comfort operating between strategy and day-to-day execution
- Clear, confident communicator with customers and internal partners
- Passion for team development and customer success excellence
Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.
JOB REQ COMPENSATION RANGE $134,000 - $223,000
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.
