Senior Customer Success Manager - CCaaS

As a Customer Success Manager (CSM) you will be a trusted advisor responsible for driving adoption, value realization, and long-term success for Sprinklr's most strategic customers across the Marketing, Social, and Advertising product suite. Your role exists to bridge the gap between business objectives and platform capabilities using deep product expertise to help customers unlock the full value of Sprinklr’s solutions. This is a customer-facing, technically proficient role that empowers clients to scale, automate, and optimize their execution and ROI through Sprinklr — and ensuring Sprinklr becomes a foundational layer in the customer's stack.  

What You'll Do  

• Strategic Product Advising  

• Lead the strategic technical relationship across Sprinklr’s product suite 

• Act as the primary advisor on platform architecture, user journeys, tagging schemas, and governance frameworks.  

• Translate marketing KPIs (ROAS, brand health, sentiment shift, audience reach) into Sprinklr configurations and use cases.  

• Adoption & Value Realization  

• Own the end-to-end adoption lifecycle across multiple teams (Digital, Social, Brand, Media, Analytics), ensuring frictionless onboarding and proactive value expansion.  

• Foster relationships with cross-functional stakeholders to align platform adoption with customer-specific goals and KPIs  

• Conduct workspace audits, health score tracking, and usage diagnostics using internal CSP tools to drive recommendations and de-risk accounts.  

• Build reusable playbooks to institutionalize best practices across campaign orchestration, paid amplification, and influencer management.  

• Program Leadership  

• Coordinate cross-functional teams (Product, Solutions Consultants, Services) to address technical challenges, rollout new modules, or guide strategic expansion.  

• Run business reviews tailored to executive audiences, combining KPIs, platform telemetry, and business outcomes into ROI narratives.  

• Co-develop success plans with clear KPI alignment, growth targets, and product rollout timelines—adjusted to market and org evolution.  

• Customer Empowerment  

• Deliver stakeholder-specific enablement—executive workshops, advanced user trainings, feature adoption campaigns—designed to improve usability and internal platform advocacy.  

• Identify blockers to adoption and proactively create corrective action paths: integrations, UX simplification, org change support.  

• Cultivate internal champions and promise a culture of self-service to strengthen long-term platform adoption  

• Product Influence  

• Serve as a feedback loop to Sprinklr Product and Engineering teams—surfacing structured insights based on real-world campaign needs, integrations, or analytics gaps.  

• Advise customers on how to align their future marketing strategy with Sprinklr's roadmap capabilities and beta features (data management and intelligence, CRM platform and tools, business analytics and reporting, etc.)  

• Growth & Commercial Support  

• Work closely with Sales and Solutions teams to uncover upsell/cross-sell opportunities: Ads module, Listening, new brand/geography activation, etc.  

• Understand the client’s tech stack and vendor landscape to position Sprinklr as a consolidator and differentiator.  

Required Qualifications   

• 6+ years in MarTech, AdTech, or digital media consulting, working with enterprise-grade solutions and cross-functional marketing teams.  

• Fluency in Spanish and English (verbal and written) is a must. 

• Deep experience in campaign setup, media planning, or brand marketing strategy at large organizations.  

• Strong understanding of omnichannel marketing strategy (organic, paid, owned) and platform analytics.  

• Ability to configure, audit, and optimize workspace and tagging structures in complex enterprise environments.  

• Executive-level presentation and stakeholder management skills; experience facilitating roadmap sessions and quarterly reviews.  

• Data fluency: ability to interpret telemetry, product usage, and marketing KPIs and convert into strategic actions.  

What Sets You Apart  

• Prior experience implementing or scaling Sprinklr or similar platforms (Adobe, Salesforce Marketing Cloud, Khoros).  

• Deep familiarity with social ad platforms (Meta, Google, TikTok), social listening taxonomy, and crisis/PR workflows.  

• Experience leading digital transformation projects or global rollouts across brands, geographies, or business units.  

• PMP, Agile, or relevant certification; fluency in campaign lifecycle management tools.  

• Strong business acumen and comfort advising CMOs, Digital Transformation leads, or Global Brand Managers.  

• Exceptional relationship-building skills and a collaborative mindset; ability to navigate complex orgs and earn trust across levels  

• Customer-first thinking with a bias towards empathy  

• Proactive problem-solving and a proven ability to distill complex needs into clear, actionable strategies; balancing technical depth with business relevance