Director, Customer Success - West

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. 

Overview

The Director of Customer Success is a senior leader responsible for building, scaling, and operating Sprinklr’s Customer Success organization for enterprise and strategic customers. This role leads Customer Success Managers to drive adoption, value realization, retention, and long-term customer outcomes across the Sprinklr platform.

Operating at the intersection of customer outcomes, product capability, and commercial success, this role ensures Sprinklr delivers measurable business impact and becomes embedded in customers’ operating models.

What You’ll Do

Lead and Scale Customer Success

• Build, lead, and develop a high-performing team of Customer Success Managers
• Define engagement models across onboarding, adoption, value realization, and renewal
• Establish consistent standards for success planning, customer engagement, and value delivery
• Align coverage models to customer segments and commercial priorities

Drive Adoption and Customer Outcomes

• Own CSM performance across adoption, customer health, retention, and expansion
• Ensure measurable customer success plans aligned to business KPIs and Sprinklr capabilities
• Standardize usage diagnostics, workspace audits, and adoption playbooks
• Translate product usage into clear ROI and executive-level value narratives
• Identify and remove systemic adoption blockers cross-functionally

Executive Engagement

• Serve as executive sponsor for high-value and at-risk accounts
• Build relationships with senior stakeholders (CMO, CDO, CX, Digital leaders)
• Lead executive conversations on transformation progress and business outcomes
• Support critical renewals and escalations with strong executive presence

Develop High-Impact Teams

• Recruit, onboard, and coach top-tier CSMs and frontline leaders
• Elevate teams to act as strategic advisors
• Build strengths in value realization, executive communication, and product fluency

Cross-Functional & Operational Leadership

• Partner with Sales, Services, Product, and Support for a seamless customer experience
• Represent the voice of the customer internally
• Own forecasting for customer health, renewal risk, and expansion
• Run a rigorous operating cadence and optimize team capacity and coverage

Qualifications

• Bachelor’s degree; advanced degree preferred
• 10+ years in Customer Success, Consulting, or SaaS; 5+ years leading enterprise teams
• Strong expertise in customer lifecycle management, adoption, and value realization
• Experience with enterprise SaaS platforms (Marketing, CX, or Contact Center)
• Executive stakeholder management and strong operational rigor

What Sets You Apart

• Proven ability to build outcome-driven, product-led CS organizations
• Strong at linking adoption to measurable business impact
• Executive presence with customers and internal leadership
• Passion for building high-performing teams

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

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.