Senior Customer Success Manager

📋 Description

• • As a Senior Customer Success Manager at Sprinklr, you will be the pivotal trusted advisor for Sprinklr's most strategic clients, focusing on the Marketing, Social, and Advertising product suite. Your primary responsibility is to drive deep platform adoption, ensure tangible value realization, and foster long-term customer success. This role is crucial in bridging the gap between our clients' overarching business objectives and the advanced capabilities of the Sprinklr platform. By leveraging profound product expertise, you will empower customers to unlock the full potential of Sprinklr's solutions, enabling them to scale, automate, and optimize their marketing and advertising execution, ultimately driving significant return on investment (ROI).
• • You will act as the primary strategic and technical liaison for clients, guiding them through the intricacies of Sprinklr's comprehensive product suite. This includes providing expert advice on platform architecture, optimizing user journeys, establishing effective tagging schemas, and developing robust governance frameworks tailored to each client's unique needs.
• • A key aspect of your role will be translating high-level marketing Key Performance Indicators (KPIs) – such as Return on Ad Spend (ROAS), brand health, sentiment shifts, and audience reach – into concrete Sprinklr configurations and actionable use cases that demonstrably impact these metrics.
• • You will own the entire adoption lifecycle for multiple client teams, including Digital, Social, Brand, Media, and Analytics. This involves ensuring a seamless onboarding experience and proactively identifying opportunities for value expansion and deeper platform engagement.
• • Cultivating strong relationships with cross-functional stakeholders within client organizations is essential. You will align platform adoption strategies with each client's specific goals and KPIs, ensuring Sprinklr becomes an indispensable part of their technology stack.
• • Proactively conduct thorough workspace audits, monitor customer health scores, and perform detailed usage diagnostics using Sprinklr's internal Customer Success Platform (CSP) tools. These insights will form the basis for strategic recommendations aimed at de-risking accounts and maximizing client success.
• • Develop and implement reusable playbooks and best practices to institutionalize effective strategies across critical areas such as campaign orchestration, paid media amplification, and influencer management, ensuring consistency and excellence in client execution.
• • You will lead and coordinate efforts across internal Sprinklr teams, including Product Management, Solutions Consultants, and Professional Services, to effectively address complex technical challenges, facilitate the rollout of new product modules, and guide strategic expansion initiatives.
• • Conduct executive-level business reviews that synthesize key performance indicators, platform telemetry, and demonstrable business outcomes into compelling ROI narratives. These reviews will showcase the value Sprinklr delivers and inform future strategic planning.
• • Collaborate with clients to co-develop comprehensive success plans. These plans will clearly define KPI alignment, outline growth targets, and establish realistic product rollout timelines, adapting to evolving market dynamics and organizational changes.
• • Deliver tailored enablement programs for various stakeholder groups, including executive workshops, advanced user training sessions, and targeted feature adoption campaigns. The goal is to enhance platform usability and foster strong internal advocacy for Sprinklr within client organizations.
• • Proactively identify and address any blockers to adoption. This involves creating and implementing corrective action paths, which may include facilitating integrations, simplifying user experiences, or supporting organizational change management efforts.
• • Cultivate internal champions within client organizations and promote a culture of self-service to ensure sustainable, long-term platform adoption and client independence.
• • Act as a critical feedback loop to Sprinklr's Product and Engineering teams. You will surface structured, real-world insights based on customer needs, integration challenges, and analytics gaps, directly influencing product development.
• • Advise clients on how to align their future marketing strategies with Sprinklr's evolving roadmap, including upcoming capabilities and beta features, particularly in areas like data management, intelligence, CRM integration, business analytics, and reporting.
• • Partner closely with Sales and Solutions teams to identify and pursue upsell and cross-sell opportunities, such as expanding usage of the Ads module, implementing Listening capabilities, activating new brands or geographies, and other strategic growth areas.
• • Develop a deep understanding of the client's existing technology stack and vendor landscape to effectively position Sprinklr as a consolidating solution and a key differentiator in their MarTech ecosystem.