Group Director, Customer Success

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 Group Director of Customer Success leads an 8-figure division with a team of Senior Customer Success Managers and Directors responsible for delivering exceptional value to Sprinklr’s largest enterprise and global strategic accounts. This team is responsible for mapping Sprinklr technology to customer outcomes, expanding product consumption, and fostering account growth to ensure mutual success for Sprinklr and its customers. 

As a senior leader, you will inspire, mentor, and drive a high-performing team to achieve measurable results in retention, consumption, and upsell while cultivating long-term customer partnerships. You will leverage your technical expertise and strategic acumen to align Sprinklr’s cutting-edge platform capabilities with customer needs, ensuring impactful outcomes. 

You will bring extensive expertise in Customer Experience, CcaaS or MarTech with a focus on enterprise-level platform SaaS. The Group Director reports to the Group Vice President, Customer Success, and plays a pivotal role in shaping Sprinklr’s go-to-market strategy within the designated geography. 

Responsibilities 

• Provide visionary leadership to a customer success organization that serves as the primary point of contact for Sprinklr’s most valuable and strategically important accounts, ensuring they achieve their business objectives through Sprinklr’s software and services. 

• Continuously elevate the performance of the customer success team by recruiting, onboarding, developing, and retaining top talent. 

• Establish and execute scalable strategies and frameworks to drive retention, expand product adoption, and identify opportunities for account growth. 

• Foster executive-level relationships with key customer stakeholders and decision-makers to ensure alignment and long-term partnership. 

• Achieve and exceed financial targets, including account retention, expansion, and revenue growth, while maintaining profitability and cost management. 

• Act as a technical advisor to customers, providing strategic guidance on leveraging Sprinklr’s platform to solve complex business challenges and achieve measurable results. 

• Collaborate with cross-functional teams, particularly Sales, Product and Engineering to deliver a seamless customer experience and maximize customer satisfaction. 

• Build processes and best practices for interfacing with internal Sprinklr teams to enhance operational efficiency and client outcomes. 

• Oversee the execution of customer success plans, ensuring consistent delivery of measurable results and high-quality service. 

• Represent Sprinklr as a thought leader in customer success and customer experience strategy, contributing to the company’s reputation for innovation and excellence. 

Desired Skills and Experience