Group Director, Customer Success

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.

What Sets You Apart. 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.

Required Qualifications. 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.

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.

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.