Senior Manager, Customer Success - West

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 Overview The Senior Manager of Customer Success for the West region is responsible for leading a team of Customer Success Managers supporting enterprise and strategic customers reporting to the Director of Customer Success. This role focuses on driving product adoption, value realization, and retention while ensuring consistent, high-quality customer engagement across the Sprinklr platform. The Senior Manager partners closely with Sales, Services, and Product teams to help customers achieve measurable business outcomes and to scale effective customer success practices. What You’ll Do Lead and Develop Customer Success Managers Manage, coach, and develop a team of Customer Success Managers across enterprise segments Ensure strong execution of customer engagement across onboarding, adoption, value realization, and renewals Establish consistent standards for success planning, customer health, and value delivery Support workload and coverage alignment based on customer needs and priorities Drive Adoption and Customer Outcomes Own customer health, adoption, and retention outcomes across the assigned portfolio Ensure CSMs create clear, measurable success plans aligned to customer KPIs and Sprinklr capabilities Reinforce disciplined use of usage data, workspace audits, and adoption playbooks Help teams articulate ROI, outcomes, and value to both operational and executive stakeholders Escalate and help resolve adoption risks and customer challenges Executive and Customer Engagement Act as an escalation point and sponsor for key and at-risk customers Support executive-level customer conversations alongside Sales and senior CS leadership Participate in renewal planning, risk mitigation, and expansion discussions Team Enablement and Execution Coach CSMs to act as trusted advisors rather than reactive support resources Build team capabilities in product fluency, executive communication, and value storytelling Foster accountability, customer focus, and continuous improvement Cross-Functional Collaboration Partner with Sales, Services, Product, and Support to deliver a cohesive customer experience Provide feedback and insights from customers to inform product improvements and internal processes Ensure customers experience consistent messaging and coordination across Sprinklr teams Operational Management Monitor customer health, renewal risk, and expansion signals across the team’s accounts Run regular operating rhythms including account reviews and risk discussions Ensure accurate use of customer success systems, metrics, and reporting Support renewal readiness and ongoing account planning Qualifications Bachelor’s degree or equivalent experience 8+ years of experience in Customer Success, Consulting, or SaaS roles 3+ years of experience managing customer-facing teams in enterprise environments Strong understanding of customer adoption, lifecycle management, and value realization Experience engaging with senior customer stakeholders Ability to operate effectively in cross-functional environments What Sets You Apart Proven ability to coach teams to drive adoption and measurable customer outcomes Strong operational discipline paired with a customer-first mindset Comfort operating between strategy and day-to-day execution Clear, confident communicator with customers and internal partners Passion for team development and customer success excellence Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based. 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. JOB REQ COMPENSATION RANGE $134,000 - $223,000 The base salary range for this role is shown above. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan, and/or equity plan, depending on role. US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage. 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.