[Remote] Director, Customer Success - West

Note: The job is a remote job and is open to candidates in USA. Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management, empowering brands to deliver extraordinary experiences at scale. The Director of Customer Success is responsible for building and scaling the Customer Success organization, leading efforts to drive customer adoption and retention while ensuring measurable business impact.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Skills

• 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
• 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

Benefits

• 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 provide Sprinklrites with paid time off to recharge and spend time with loved ones.
• Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.
• 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.

Company Overview

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