Customer Success Manager

Job description

Sprinto is an AI-native GRC platform that helps organisations manage risks, audits, vendor oversight, and continuous monitoring from a single connected platform. With a team of 350+ employees serving 3,000+ customers across 75+ countries, Sprinto combines scale with expertise to deliver trust and compliance. Backed by top-tier investors such as Accel, Elevation, and Blume Ventures, we’ve raised $31.8M in funding to fuel our mission. Trusted by leading organisations including Whatfix, Anaconda, Ultrahuman, WeWork, AI Foundation, and HackerRank, Sprinto supports 300+ integrations and 200+ global security standards, including SOC 2, ISO 27001, GDPR, HIPAA, and PCI-DSS. Founded in 2020 by second-time entrepreneurs Girish Redekar and Raghuveer Kancherla, Sprinto is recognised as a Leader on G2 in Compliance Automation and has been named a LinkedIn Top Startup multiple years in a row. Sprint With Sprinters At Sprinto, your work has purpose — and your life has space. We are a workplace where you’re empowered to execute on your most ambitious ideas and deliver your best output in a fast-paced, innovative, and supportive environment. Joining Sprinto means you will never run alone; you will always have the freedom to take your shot and the support to go farther than you imagined. What the Role Involves: We’re looking for a Customer Success Manager who’s equal parts relationship builder, strategic thinker, and commercial operator. In this role, you’ll be the face of Sprinto for our customers in the US — ensuring they see value from day one, achieve their compliance goals, and grow with us. This isn’t a seat for someone who is only operationally or transactionally sound. We want a CSM who can sit across the table from a customer, connect Sprinto’s capabilities to the outcomes the business actually cares about, and articulate that value in the buyer's language — cost avoided, time saved, risk reduced, revenue unlocked. If you love turning customers into fans, think in terms of business outcomes rather than tickets closed, and use modern AI tools to move faster than the people around you — we want to hear from you. Key Responsibilities Be the Voice and Face of Sprinto: Regularly connect with your customer portfolio to build strong relationships, share key product updates, and ensure they’re on track to meet their goals with Sprinto. Sell the Value, Not Just the Feature: Strategically articulate the business value of Sprinto to every stakeholder — from the security engineer to the CFO — so customers understand not just the “how” but the “why” behind what they’re paying for. Drive Product Adoption: Strategically guide customers to adopt relevant features and workflows that maximise the value they get from Sprinto, and tie that adoption back to measurable business outcomes. Practice Value Engineering: Build and maintain value cases for your accounts — quantify ROI, time-to-audit, hours saved, and risk mitigated. Use these to frame QBRs, renewals, and expansion conversations. Own Your Outcomes: Manage individual and pod-level OKRs — track performance and drive the activities that deliver real impact on retention, expansion, and advocacy. Champion Customer Advocacy: Turn delighted customers into brand ambassadors through G2 reviews, case studies, and video testimonials. Retention and Expansion: Manage renewals, identify upsell and cross-sell opportunities, and grow your customer portfolio’s revenue without compromising on experience. Be a Strategic Partner: Act as a trusted advisor to customers — bring a point of view, challenge thinking where it helps them, and be the person they call before they call their auditor. Work Smart with AI: Use tools like Claude, ChatGPT, and other AI assistants every day to prepare for customer conversations, draft communications, analyse account health, and scale your own output. Mentor & Multiply Impact: Support onboarding of new team members by sharing your playbooks, learnings, and best practices. Required Skills & Competencies You have 3–5 years of experience in a B2B SaaS product company, ideally in a customer-facing role with revenue responsibility. You have strong business acumen — you can read a customer’s business, understand what drives their P&L, and tailor your conversations accordingly. You are not just operationally or transactionally sound; you actively show value through our product and service offerings. You understand value engineering — building ROI cases, quantifying outcomes, and using those numbers to influence renewal and expansion decisions. You can strategically articulate the value of a product to customers, confidently adjusting your narrative for technical, operational, and executive audiences. You have excellent written and verbal communication skills — most of your day is spent speaking with customers, and the quality of your words matters. You have a good understanding of cloud technology — terms like S3 bucket, DB encryption, and Virtual Private Cloud mean something to you. You have hands-on experience using AI tools like Claude, ChatGPT, and similar assistants to research, prepare, write, and analyse faster than peers who don’t. How We Care For Our Sprinters : Work wherever you are: We’re 100% remote, so you get to choose if you want to work from home, cafe, hills or beaches. Co-working, on the house: If co-working is your jam, we offer a generous annual allowance of up to INR 14,000 annually* for social working. We care about your learning: We are invested in seeing you grow, and commit USD 1000 annually to help you level up your skills. We count your spark, not your leaves: We care about you not just as an employee, but as a person. So if you need a reset, make use of Unlimited leaves. Your Safety Net, Woven in: We take care of the what-ifs. From health insurance with coverage up to INR 10 lakh for you and your family, to accident protection of an additional INR 10 lakh, and life insurance worth 3× your annual salary, our benefits wrap you and your family in protection so you can focus on thriving. Workspace setup of your dreams: Work from anywhere, and if that’s home, we’ll chip in INR 35,000 to help you create a space that’s as effortless as your workflow. Inclusion & Diversity - Sprinto is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, gender, sexual orientation, age, disability, or any other protected status. You are welcome at Sprinto for who you are, and we encourage you to bring your complete selves to work. Our culture is built on the strength of diverse thinking — when people with different perspectives, ideas, and ways of solving problems come together, it fuels collaboration and accelerates our mission. At Sprinto, we are passionate about inclusivity and making sure our entire recruitment process is accessible to everyone. Please share your request for reasonable accommodations at any stage of the application or interview process; we want to ensure everyone feels heard and seen.