Customer Success Lead

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 is a leading enterprise software company specializing in Unified Customer Experience Management (Unified-CXM). With advanced AI capabilities, Sprinklr helps global brands deliver personalized, human experiences across modern channels. Our clients include Microsoft, P&G, Samsung, and over 50% of the Fortune 100.

Role Summary

The Lead Customer Success Manager (CSM) is a strategic partner to enterprise clients, driving adoption, value realization, and organizational transformation through Sprinklr’s platform. This role combines technical expertise, business acumen, and program management to deliver measurable impact across customer organizations.

Key Responsibilities

Customer Relationship Management

• Build and maintain relationships with key stakeholders, including C-level executives.

• Act as a trusted advisor, ensuring alignment on business priorities and success metrics.

• Manage proactive communication and expectation setting throughout the customer lifecycle.

Adoption & Value Realization

• Develop and execute success plans tied to KPIs and ROI.

• Monitor customer health using CSP tools; identify risks and opportunities.

• Conduct configuration audits and ensure optimal platform usage.

Enablement & Empowerment

• Implement playbooks for scalable, repeatable success.

• Drive self-service capabilities and eliminate adoption blockers.

• Advocate for customer needs with Product and Partnerships teams.

Revenue Growth

• Identify upsell and cross-sell opportunities in collaboration with Sales.

• Stay informed on customer’s industry, tech stack, and competitive landscape.

• Support implementation of new solutions and feature adoption.

Qualifications

• Experience: Minimum 6 years in Customer Success, Technical Account Management, or Technology Consulting.

• Proven track record delivering large-scale transformation programs for Fortune 100 clients.

• Strong program management skills and ability to lead cross-functional teams.

• Expertise in marketing automation, contact center technologies, AI solutions, and data platforms.

• Exceptional communication and presentation skills at all organizational levels.

• Ability to travel 25–50%; PMP certification preferred.

• Bachelor’s degree or equivalent experience.

Why Sprinklr?

• Inclusive culture focused on belonging and well-being.

• Comprehensive health and financial benefits globally.

• Continuous learning opportunities and career growth.

• Commitment to diversity, equity, and inclusion.

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: 

• 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.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. 

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. 

To learn more about employee benefits by region, click here. 

To learn more about all-things-Sprinklr, visit our candidate resource hub here. 

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.  

Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. 

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. 

Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.

If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.