Senior Customer Success Manager

As a **Senior Customer** **Success Manager (CSM)** you will be a trusted advisor responsible for driving adoption, value realization, and long-term success for Sprinklr's most strategic customers across the product suite. Your role exists to bridge the gap between business objectives and platform capabilities using deep product expertise to help customers unlock the full value of Sprinklr’s Core solutions. This is a customer-facing, technically proficient role that empowers clients to scale, automate, and optimize their execution and ROI through Sprinklr — and ensuring Sprinklr becomes a foundational layer in the customer's stack.* Deliver stakeholder-specific enablement—executive workshops, advanced user trainings, feature adoption campaigns—designed to improve usability and internal platform advocacy.* Identify blockers to adoption and proactively create corrective action paths: integrations, UX simplification, org change support.* Cultivate internal champions and promise a culture of self-service to strengthen long-term platform adoption* **Product Influence*** Serve as a feedback loop to Sprinklr Product and Engineering teams—surfacing structured insights based on real-world campaign needs, integrations, or analytics gaps.* Advise customers on how to align their future marketing strategy with Sprinklr's roadmap capabilities and beta features (data management and intelligence, CRM platform and tools, business analytics and reporting, etc.)* **Growth & Commercial Support*** Work closely with Sales and Solutions teams to uncover upsell/cross-sell opportunities: Ads module, Listening, new brand/geography activation, etc.* Understand the client’s tech stack and vendor landscape to position Sprinklr as a consolidator and differentiator.* Bachelor’s degree in Marketing, Communications, Computer Science, or related field.* 6+ years in MarTech, AdTech, or digital media consulting, working with enterprise-grade solutions and cross-functional marketing teams.* Deep experience in campaign setup, media planning, or brand marketing strategy at large organizations.* Strong understanding of omnichannel marketing strategy (organic, paid, owned) and platform analytics.* Ability to configure, audit, and optimize workspace and tagging structures in complex enterprise environments.* Executive-level presentation and stakeholder management skills; experience facilitating roadmap sessions and quarterly reviews.* Data fluency: ability to interpret telemetry, product usage, and marketing KPIs and convert into strategic actions.**Required Qualifications****What Sets You Apart*** Prior experience implementing or scaling Sprinklr or similar platforms (Adobe, Salesforce Marketing Cloud, Khoros).* Deep familiarity with social ad platforms (Meta, Google, TikTok), social listening taxonomy, and crisis/PR workflows.* Experience leading digital transformation projects or global rollouts across brands, geographies, or business units.* PMP, Agile, or relevant certification; fluency in campaign lifecycle management tools.* Strong business acumen and comfort advising CMOs, Digital Transformation leads, or Global Brand Managers.* Exceptional relationship-building skills and a collaborative mindset; ability to navigate complex orgs and earn trust across levels* Customer-first thinking with a bias towards empathy* Proactive problem-solving and a proven ability to distill complex needs into clear, actionable strategies; balancing technical depth with business relevance* 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.
#J-18808-Ljbffr