Lead Customer Success Manager - CCaaS

Sprinklr is a leading Unified Customer Experience Management (Unified‑CXM) platform enabling brands to deliver transformative experiences across all customer touchpoints. Overview As a Lead Customer Success Manager (CSM), you will partner with enterprise customers to strategically drive adoption of Sprinklr’s solutions, shape product roadmap conversations, and deliver measurable business outcomes that accelerate growth and operational excellence. Responsibilities Own the end‑to‑end customer relationship, proactively communicating, managing expectations, and acting as the advocate for the customer within Sprinklr. Build and nurture relationships with key stakeholders across the customer's organization, and facilitate introductions to Sprinklr executives and product leadership. Create and maintain a customer champion network to ensure the value of Sprinklr is understood and communicated throughout the organization. Guide the customer adoption journey, engaging the appropriate resources at each lifecycle stage to achieve successful outcomes. Educate stakeholders on Sprinklr’s product roadmap, new releases and relevant use‑cases in context of their role and business objectives. Track product adoption, ROI and health metrics using CSP tools, and use data to drive initiatives, risk management, and provide insights. Co‑develop a customer outcomes plan, define agreed KPI’s and success metrics, and execute quarterly cadences to review value realization. Design and implement repeatable playbooks for customer enablement and self‑service, reducing costs and increasing stickiness. Identify and remove adoption blockers by prescribing training, optimizing workflows or feature usage. Advocate for the customer with Sprinklr’s Product and Partnerships teams to align product enhancements and integrations that satisfy the customer’s needs. Collaborate with Sales, Solutions Consultants and cross‑functional teams to uncover upsell and cross‑sell opportunities; deepen understanding of the customer’s business, technology stack and market position to devise expansion strategies. Qualifications Minimum 6years of experience in Customer Success, Technical Account Management, Technology Consulting or Solutions Development with large enterprise clients. Proven track record delivering large‑scale transformational programs across Fortune100 customer experience functions, collaborating with multiple lines of business. Strong analytical skills to evaluate usage data, KPIs and health indicators, and translate insights into actionable recommendations. Deep knowledge of marketing automation, contact‑center, AI and emerging technology platforms used in modern CX. Excellent program management experience overseeing cross‑functional teams and ensuring on‑time delivery of deliverables. Ability to translate complex technical concepts into business language for executives and to map business requirements into technical solutions. Exceptional communication, presentation and influencing skills at all organizational levels, including C‑level. Willingness to travel 25‑50% of the time; local candidates preferred. Bachelor’s degree from an accredited institution or equivalent experience; PMP, PMI‑PMP, LSS certification is a plus. Benefits Competitive base salary ($134000–$223000) and total rewards package (bonus, commission, equity). Health, dental, vision, disability and life insurance; 401(k) plan with 100% match. Flexible paid time off, holidays, generous parental and caregiver leave. Employee development programs, mentoring and a culture that champions wellness and inclusion. Equal Opportunity Sprinklr is an equal‑opportunity employer. We are committed to a diverse and inclusive environment and do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, age, disability, veteran status or any other protected characteristic. Reasonable accommodations are available upon request. #J-18808-Ljbffr Sprinklr Inc.