Senior Success Manager

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

Job Description

The Success Manager is the primary link between Sprinklr and our customers. In this position, you will ensure that Sprinklr customers make the best possible use of the Sprinklr platform, equip them to pursue their strategic objectives and help them achieve their desired business goals.

What You Will Do:  

• Empower Sprinklr enterprise customers to improve their customers’ digital experiences and achieve business objectives through the adoption of Sprinklr 

• Increase renewal rates, drive adoption, improve customer satisfaction, and cultivate Sprinklr advocates to generate new business. 

• Serve as the internal voice of the customer and advocate for your client’s needs (services, support, product management, executive alignment) 

• Manage and track key performance indicators (KPIs) – including renewal and expansion commitments – to ensure exceptional, predictable results. 

• Calculate risk forecasts based on product adoption; close renewal, upsell and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives – while achieving targeted renewal rate. 

• Leverage knowledge of the Sprinklr platform and industry best practices to craft and present strategic solutions that ensure clients achieve their goals through product utilisation and provide excellent consultative support. 

• Identify opportunities for customer references and case studies 

• Deliver a significant individual contribution while collaborating with and strengthening teammates  

What We Are Looking for:  

• 3-10 years of relevant work experience in B2B SaaS customer success, account management, or a strategic consulting organisation 

• A deep understanding of the public sector landscape, including government processes, regulations, procurement procedures, and compliance requirements.

• Proven experience managing public sector accounts, demonstrating successful outcomes and client satisfaction.

• Familiarity with government procurement practices, RFP (Request for Proposal) processes, and contract negotiations.

• Knowledge of industry-specific regulations, policies, and compliance requirements that govern public sector entities.

• Prior knowledge of (or willingness to learn) marketing and advertising technology 

• Comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health 

• Experience using customer success software, CRM software (ideally Salesforce), and Microsoft Applications 

• Clear verbal and written communication skills  

What Makes You Qualified:  

• Bachelor’s degree from an accredited college or university, or relevant experience  

• Business-level fluency in English and Arabic

• Expected to travel up to 25-30% of the time on average (can vary by region) 

• Drive to continuously improve Client Services across the company by helping to create a company-wide culture focused on customer success and client delight across the organization (Marketing, Product, Sales, Finance, Executive)  

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
 

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
 

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.
 

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.