Group Director of Customer Success, Sprinklr
$161-269k
Unified-CXM platform
Job no longer available
Unified-CXM platform
1001+ employees
Job no longer available
$161-269k
1001+ employees
Company mission
To enable every organization on the planet to make their customers happier.
Role
Who you are
- 8-10+ years of progressive leadership experience in Customer Success, with a proven track record of managing large enterprise portfolios and strategic customer relationships
- Demonstrated success in driving retention and revenue growth within Fortune 500 brands
- Strong business acumen with a deep understanding of enterprise strategy, SaaS models, and industry trends
- Exceptional leadership skills, including the ability to inspire, develop, and lead high-performing teams
- Proven ability to develop and execute scalable strategies that deliver measurable business outcomes
- Outstanding interpersonal, communication, and presentation skills, with the ability to influence and build trust at all organizational levels
- Strong analytical mindset with a focus on using data to inform decisions and drive performance
- Thrives in a dynamic, fast-paced environment with a proactive and solution-oriented approach
- Collaborative and results-driven, with a passion for delivering exceptional customer experiences
What the job involves
- The Group Director of Customer Success leads an 8-figure division with a team of Senior Customer Success Managers and Directors responsible for delivering exceptional value to Sprinklr’s largest enterprise and global strategic accounts
- This team is responsible for mapping Sprinklr technology to customer outcomes, expanding product consumption, and fostering account growth to ensure mutual success for Sprinklr and its customers
- As a senior leader, you will inspire, mentor, and drive a high-performing team to achieve measurable results in retention, consumption, and upsell while cultivating long-term customer partnerships
- You will leverage your technical expertise and strategic acumen to align Sprinklr’s cutting-edge platform capabilities with customer needs, ensuring impactful outcomes
- You will bring extensive expertise in Customer Experience, CcaaS or MarTech with a focus on enterprise-level platform SaaS
- The Group Director reports to the Group Vice President, Customer Success, and plays a pivotal role in shaping Sprinklr’s go-to-market strategy within the designated geography
- Provide visionary leadership to a customer success organization that serves as the primary point of contact for Sprinklr’s most valuable and strategically important accounts, ensuring they achieve their business objectives through Sprinklr’s software and services
- Continuously elevate the performance of the customer success team by recruiting, onboarding, developing, and retaining top talent
- Establish and execute scalable strategies and frameworks to drive retention, expand product adoption, and identify opportunities for account growth
- Foster executive-level relationships with key customer stakeholders and decision-makers to ensure alignment and long-term partnership
- Achieve and exceed financial targets, including account retention, expansion, and revenue growth, while maintaining profitability and cost management
- Act as a technical advisor to customers, providing strategic guidance on leveraging Sprinklr’s platform to solve complex business challenges and achieve measurable results
- Collaborate with cross-functional teams, particularly Sales, Product and Engineering to deliver a seamless customer experience and maximize customer satisfaction
- Build processes and best practices for interfacing with internal Sprinklr teams to enhance operational efficiency and client outcomes
- Oversee the execution of customer success plans, ensuring consistent delivery of measurable results and high-quality service
- Represent Sprinklr as a thought leader in customer success and customer experience strategy, contributing to the company’s reputation for innovation and excellence
Our take
Sprinklr is an established CXM provider, offering a long-standing, purpose-built platform that boasts enterprise-class security, governance and privacy. It uses a suite of professional services to ensure that customers consistently find a return on their investments and reach new levels of success as a business.
There are a number of CXM software companies on the market, including Zendesk, Satmetrix and IBM Tealeaf, all offering companies the means to manage and improve customer experience via online platforms. However, Sprinklr has drawn a number of big-name corporate clients, including Microsoft, Nike, Netflix, McDonalds, Marriott and more.
The company has also garnered enormous investments over the last decade, and is now valued at $2.9 billion. With over 1000 enterprises globally, including over 50% of the Fortune 100, the company is poised well to continue with its established success.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2020
$150m
CONVERTIBLE
Sep 2020
$200m
GROWTH EQUITY VC
Total funding: $578.5m
Company benefits
- Compensation & Equity
- Health & Wellness
- Holiday & Flexible PTO
- Learning & Growth
Company values
- It's OK to make mistakes
- Sprinkle, don't shout
- Fix, don't complain
- Never, ever give up
- Passionately, genuinely care
Company HQ
Midtown South, New York, NY
Articles
Leadership
Ragy Thomas
(CEO)Joined Tata Unisys as a Senior Software Engineer in 1994 before moving to AT&T. Built Advaya, an email marketing platform, in 2000. Joined Bigfoot Interactive as CTO, and then moved to Epsilon Interactive Services Group- where he eventually took on the role of President. Has held several Board positions since, and is a frequent startup investor. Founded Lyern in 2016, and Sprinklr in 2009.
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