Group Director of Customer Success, Sprinklr
Unified-CXM platform
Be an early applicant
Unified-CXM platform
1001+ employees
Be an early applicant
1001+ employees
Company mission
To enable every organization on the planet to make their customers happier.
Role
Who you are
- Experience transforming traditional customer success or account management teams into technical, product-led organizations
- Trusted partner to enterprise transformation leaders—comfortable co-authoring platform adoption roadmaps and cross-functional change plans
- Clear track record of executive relationship building, not just team management—able to sponsor accounts in pre-sales, post-sale, and turnaround situations
- Deep working knowledge of Sprinklr or similar multi-product platforms spanning CX, marketing, social, and contact center domains
- Passion for scaling high-performance teams, cultivating technical craft, and driving strategic impact through execution excellence
- Bachelor’s degree in Computer Science, Business, or related field; advanced degree preferred
- 10+ years of experience in Customer Success, Solutions Consulting, or Technical Account Management in enterprise SaaS
- Proven success leading and scaling technical customer-facing teams in a global or multi-country theatre
- Executive-level presence with demonstrated ability to sponsor large enterprise customers and influence C-level stakeholders
- Strong understanding of both marketing (paid/organic/social) and customer service (care/contact center) operating models
- Deep operational capability—able to manage forecasting, success planning, team health, and cross-functional programs
- Familiarity with enterprise SaaS architecture, integrations (REST APIs, middleware), and AI/automation concepts
What the job involves
- Lead the Regional Technical Success Function
- Define and execute the theatre-specific strategy for Technical Success, with full ownership of team performance across adoption, retention, and growth motions
- Build a world-class TSM team across Core (Marketing, Social, Ads) and Service (Care, Contact Center) product domains, adapted to regional customer and market context
- Institutionalize standards for TSM engagement across the customer lifecycle — onboarding, value realization, technical risk management, and ARR expansion
- Serve as Executive Sponsor for Strategic Accounts
- Act as the executive sponsor for the top 20 strategic customers in your region, building relationships with C-level and SVP-level customer stakeholders
- Lead executive alignment conversations around platform strategy, transformation roadmaps, AI/automation maturity, and long-term value realization
- Provide direct support during key escalations, roadmap alignment sessions, renewal discussions, and QBRs—partnering closely with Sales and Product teams
- Be a Transformation Leader
- Operate as a field-facing thought partner for enterprise transformation leaders—driving customer change across marketing and service operations via Sprinklr
- Collaborate with Services and Solution Consultants to ensure customers are building sustainable, scalable workflows and integration architectures
- Champion the strategic use of Sprinklr in modernizing customer experience, digital operations, and AI-powered decision-making
- Build and Coach a High-Impact Team
- Hire, develop, and retain a diverse team of TSMs and team leads across the region—ensuring deep product fluency, business acumen, and consultative excellence
- Define and run a clear leadership operating model with your front-line managers, including forecast reviews, customer portfolio reviews, and planning cadences
- Coach team members to handle senior customer conversations, challenge platform usage where needed, and elevate the value of Technical Success
- Drive Operational and Commercial Excellence
- Own customer health forecasting, adoption KPIs, and platform telemetry for all TSM-covered accounts in the region
- Partner with the Global Head of Success to define team structure, coverage models, and capacity planning across customer segments and product lines
- Drive accountability and alignment with Sales, Services, and Support—ensuring tight joint ownership of customer outcomes, risk resolution, and expansion signals
Salary benchmarks
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
13% employee growth in 12 months
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 HQ
Midtown South, New York, NY
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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