Principal Program Manager – SDR & ISR

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 Role summary We are hiring a Principal Program Manager to run global programs for our SDR (Sales Development) and ISR (Inside Sales Rep) teams. This role drives outcomes across productivity, pipeline quality, hygiene, win rate, NAAR, retention, and expansion by building a strong operating rhythm, using data to spot issues early, and ensuring teams execute consistently. You may not have direct reporting lines, but you will lead through influence and partner closely with Sales Leadership, RevOps, Enablement, Marketing, Customer Success/Renewals, Finance, and Systems teams. Key outcomes you will drive Productivity: activity effectiveness, meetings created, pipeline generated, ramp speed Hygiene: CRM/data discipline, stage accuracy, clean handoffs and follow-ups Quality: better qualification, better account/persona targeting, higher quality pipeline Win rate: improved conversion through the funnel and better deal outcomes NAAR: focus on opportunities that drive higher revenue impact Retention: fewer churn risks through early signals and strong renewal execution Expansion: stronger upsell/cross-sell pipeline and execution in existing accounts What you will own Global programs (SDR and ISR) Design and run global programs that improve productivity, quality, hygiene, win rate, and NAAR outcomes. Set simple standards and targets by region/segment and drive weekly follow-through across time zones. Create playbooks that make execution consistent (account selection, persona targeting, messaging, qualification, and handoffs). Retention and expansion programs (ISR focus) Build programs that improve renewals, retention, and expansion outcomes (upsell and cross-sell). Create simple ways to track renewal health and identify churn risk early (low adoption, unresolved issues, sponsor change, engagement drop). Drive consistent cadences for renewal forecasting and expansion pipeline, with clear action plans and owners. Partner with Customer Success and Renewals teams to improve handoffs, coverage, and account planning. Operating rhythm and executive governance Run weekly/monthly cadences: productivity reviews, hygiene reviews, quality reviews, win rate reviews, and renewal/expansion reviews. Create clear dashboards and short weekly readouts for senior leaders: what changed, why it changed, and what actions are needed. Drive accountability by tracking actions, deadlines, and measurable outcomes. Analytics, reporting, process, and tools Build and maintain trusted reporting using Excel/Google Sheets and dashboards; SQL/BI (Tableau/Power BI) is a plus. Strengthen the basics: CRM hygiene, funnel definitions, stage discipline, attribution, and forecasting inputs. Partner with Systems/RevOps teams to improve tool adoption and workflow efficiency (e.g., Salesforce, Outreach/Salesloft, Gong, ZoomInfo). Use data to identify where the funnel breaks and drive targeted enablement with leaders (messaging, discovery, objection handling, deal coaching). Cross-functional leadership (drive without authority) Align SDR/ISR leaders, AEs, Customer Success, Renewals, Marketing, Enablement, and RevOps on shared goals and execution plans. Remove blockers, drive decisions, and ensure teams adopt the programs and standards. Communicate clearly and confidently with senior stakeholders across regions. Required qualifications 15+ years of experience, including meaningful experience in SaaS sales. Must have been an SDR and/or AE earlier in your career (quota-carrying experience required). Proven experience leading global sales programs that drive measurable outcomes (productivity, hygiene, quality, win rate, NAAR impact). Experience with existing-business motions: renewals, retention, and expansion (upsell and cross-sell). Strong analytical capability and comfort with funnel analysis and executive-ready reporting. Strong understanding of RevOps-level fundamentals: process rigor, definitions, hygiene, forecasting inputs, and operating cadence (title not required). Strong executive communication and ability to influence leaders across geographies and time zones. 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.