Sr. Success Manager (EMEA Shift)
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Role Overview
The Senior Customer Success Manager combines customer expertise, thought leadership and program management to improve how customers use Sprinklr.
The role develops deep knowledge of customer businesses, processes, teams and technical architectures to prescribe product solutions.
The position takes a consultative approach to partnership strategy and delivers organizational-wide customer impact.
Key Skills for This Role
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About Sprinklr
Sprinklr provides an AI-native Unified Customer Experience Management platform for customer-facing teams.
Its product suites span service, social, marketing and insights, helping enterprises unify customer data and interactions.
Job Description
The Senior Customer Success Manager combines customer expertise, thought leadership and program management to improve how customers use Sprinklr.
The role develops deep knowledge of customer businesses, processes, teams and technical architectures to prescribe product solutions.
The position takes a consultative approach to partnership strategy and delivers organizational-wide customer impact.
Customer Portfolio and Adoption
- Manage multiple customer accounts through proactive guidance, adoption support and value-realization programs.
- Prioritize needs through digital touchpoints, virtual engagements and scalable success programs.
- Guide customers on SaaS workflows, integrations, product capabilities and adoption best practices.
- Oversee the adoption journey and coordinate resources and solutions throughout the customer lifecycle.
Value and Executive Engagement
- Conduct Executive Business Reviews and Quarterly Business Reviews covering value realization, objectives, adoption metrics and growth opportunities.
- Build relationships with key stakeholders, customer champions and advocates.
- Co-develop success plans and conduct regular cadences around business priorities, KPIs and success metrics.
- Use health, usage, adoption and consumption data to identify risks and actionable improvements.
Product and Cross-Functional Work
- Translate business requirements into product recommendations and technical features.
- Keep customer stakeholders informed about product capabilities, roadmap updates and releases.
- Audit customer workspace configurations and coordinate related deliverables with cross-functional teams.
- Advocate for product enhancements and collaborate with Sales, Solutions Consulting, Product and Partnerships on expansion opportunities.
Preferred Qualifications and Skills
- 6-8 years of experience in customer success, technical account management, technology consulting or technology solutions development.
- Experience delivering large-scale transformational programs for Fortune 100 enterprises is preferred.
- Ability to analyze usage data, KPIs and health indicators and create actionable recommendations.
- Experience or knowledge in marketing automation, contact center technologies, digital transformation, AI, analytics or data platforms is preferred.
- Strong program management experience with large cross-functional teams.
- Ability to explain technical concepts in business-friendly language and map business requirements to technical features.
- Interest in learning about customer experience technology, AI and industry trends.
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