Lead Customer Success Manager, CCaaS/Service

Job description

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. Job Description The Senior Customer S uccess Manager (CSM) – Service owns the strategic technical relationship with Sprinklr's enterprise customers in customer service, CX, and contact center operations. You will drive the successful adoption and expansion of Sprinklr’s Care , Case Management , AI Automation , and Contact Center solutions by acting as the technical face of the partnership. You would lead transformation—not just platform rollout—by aligning Sprinklr’s technology to the customer’s support operating model, cost structure, and digital roadmap. The TSM is also responsible for overseeing empowerment and training programs to ensure comprehensive onboarding and delivering a consistent cadence of engagement with customers through operational cadences. What You'll Do Transformation Advisor Serve as a trusted advisor to Heads of Service, Contact Center Directors, and Support Transformation leads. Map legacy operations (telephony, IVR, ticketing, WFM) into modern Sprinklr-enabled workflows using AI routing, unified agent desktop, knowledge bases, and self-service portals. Platform Leadership Own product adoption and provide technical consultancy across Care modules: Case Management, Smart Responses, Bot Framework, Agent Assist, Knowledge Base, Routing Logic. Lead workspace audits and change plans; ensure platform architecture reflects customer priorities (AHT, CSAT, first contact resolution, deflection rate, etc.). Customer Enablement Develop and deliver scalable enablement plans for service ops, quality, and agent teams—ensuring alignment with process maps and internal KPIs. Promote feature adoption via playbooks, pilot programs, performance dashboards, and monthly ROI tracking. Risk & Growth Management Identify early signs of stagnation, low adoption, or implementation gaps—build risk plans and mitigation steps based on CSP telemetry. Partner with Sales and Solutions Consultants to surface new use cases (e.g., adding messaging, voice, co-browse, or WFM integrations). Technical Escalations & Roadmap Influence Serve as the escalation point for advanced Care/CCaaS product issues; coordinate with Support, Product, and Engineering teams on behalf of the customer. Feed field-level insights back into Sprinklr’s product development lifecycle—ensuring platform evolution matches client priorities. Cross-Org Program Management Lead cross-functional coordination across IT, business, and third-party vendors to drive complex programs (e.g., voice rollout, CRM integrations, compliance configurations). Ensure successful post-launch optimization and iterative value unlock through structured success plans and roadmap alignment. Required Qualifications Bachelor’s degree in Business, IT, or related field; or equivalent work experience. 6+ years in enterprise service operations, CCaaS, or CX tech consulting. Deep understanding of contact center operations, metrics (AHT, SLA, occupancy, NPS), and change management practices. Experience with at least one major service platform (e.g., Salesforce Service Cloud, NICE, Genesys, Zendesk). Proven experience leading multi-year service transformation programs involving multiple business units and systems. Strong capability in project/program management, stakeholder engagement, and technical solutioning. Familiarity with conversational AI platforms, IVR, NLP, and ML models in service automation contexts. What Sets You Apart Experience in highly regulated or mission-critical environments (e.g., financial services, telecom, healthcare). Prior hands-on implementation or optimization of Sprinklr Service modules. Strong understanding of integration architectures—connecting CRMs, telephony, bot platforms, and analytics stacks. Ability to distill service transformation strategy into phased plans with measurable milestones and impact metrics. PMP or Lean Six Sigma certification; ability to manage transformation programs end-to-end. We focus on our mission : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM. Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. Create a culture of customer obsession, with trust, teamwork, and accountability. We believe in our product : Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. We invest in our people : We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. To learn more about employee benefits by region, click here . To learn more about all-things-Sprinklr, visit our candidate resource hub here . EEO - Our philosophy : Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We 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 complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams. If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.