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- Tasks: Lead a dynamic team to enhance customer success and drive technical excellence.
- Company: Join Sprinklr, a leading enterprise software company focused on customer happiness.
- Benefits: Enjoy comprehensive health plans, well-being programs, and continuous learning opportunities.
- Why this job: Be part of a culture that values belonging, innovation, and personal growth.
- Qualifications: 10+ years in Customer Success with a strong tech background; leadership experience required.
- Other info: Work with top global brands and contribute to meaningful digital transformations.
The predicted salary is between 54000 - 84000 ÂŁ per year.
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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.
For more information on Sprinklr Benefits around the world, head to 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.
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Group Director, Customer Success employer: Sprinklr
Contact Detail:
Sprinklr Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Group Director, Customer Success
✨Tip Number 1
Familiarise yourself with Sprinklr's platform and its capabilities. Understanding how it integrates marketing, social, and customer service will help you speak confidently about its value during interviews.
✨Tip Number 2
Network with current or former employees of Sprinklr to gain insights into the company culture and expectations for the Group Director role. This can provide you with valuable information that can set you apart in your discussions.
✨Tip Number 3
Prepare to discuss your experience in transforming customer success teams into technical, product-led organisations. Be ready to share specific examples of how you've driven change and improved customer outcomes.
✨Tip Number 4
Highlight your executive relationship-building skills by preparing anecdotes that demonstrate your ability to influence C-level stakeholders. This is crucial for the role, so make sure your stories are compelling and relevant.
We think you need these skills to ace Group Director, Customer Success
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, technical account management, and team leadership. Use specific examples that demonstrate your ability to drive adoption, retention, and growth.
Craft a Compelling Cover Letter: In your cover letter, address how your background aligns with the responsibilities of the Group Director role. Emphasise your experience with enterprise SaaS and your ability to build relationships with C-level stakeholders.
Showcase Your Leadership Skills: Provide examples of how you've successfully built and coached high-impact teams. Highlight any specific strategies you've implemented to enhance team performance and customer satisfaction.
Demonstrate Industry Knowledge: Mention your familiarity with platforms like Sprinklr and your understanding of marketing and customer service operating models. This will show that you are well-versed in the tools and concepts relevant to the role.
How to prepare for a job interview at Sprinklr
✨Understand the Role Deeply
Before your interview, make sure you thoroughly understand the responsibilities of the Group Director, Customer Success role. Familiarise yourself with the key aspects such as team performance, customer lifecycle engagement, and the importance of building relationships with C-level stakeholders.
✨Showcase Your Leadership Experience
Be prepared to discuss your past experiences in leading technical customer-facing teams. Highlight specific examples where you've transformed traditional customer success teams into product-led organisations, and how you’ve built high-performance teams that drive strategic impact.
✨Demonstrate Your Knowledge of Sprinklr
Since the role requires a deep understanding of Sprinklr or similar platforms, be ready to discuss your familiarity with its features and how it can enhance customer experience. Share insights on how you would leverage Sprinklr to modernise customer operations and drive AI-powered decision-making.
✨Prepare for Executive-Level Conversations
As an executive sponsor for strategic accounts, you’ll need to demonstrate your ability to engage with senior stakeholders. Prepare to discuss how you would handle executive alignment conversations and provide direct support during key escalations or renewal discussions.
