Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

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. 

Responsibilities 

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. 

Desired Skills and Experience 

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. 

At Sprinklr, we value open and honest communication as the foundation for growth and success. Internal mobility is encouraged, and we invite you to explore opportunities to advance your career within our organization. Please refer to Sprinklr’s Internal Mobility Guidelines for details on the application process. 

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
 

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
 

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.
 

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.

Compensation Range

The base salary range for this role at minimum, midpoint and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay also depends on the relative experience, knowledge, skills to our internal peers in the role.  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.