Senior Director - Customer Success EMEA in London

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

The Senior Director of Customer Success – EMEA is a regional executive leader responsible for defining, scaling, and operating Sprinklr’s Customer Success organization across enterprise and strategic customers. Reporting to the SVP of Customer Success, this role owns regional customer outcomes, retention, and expansion, ensuring Sprinklr delivers measurable and sustained business value across complex, multi-country accounts. Operating at the intersection of customer outcomes, product capability, and commercial execution, this leader ensures Sprinklr is deeply embedded in customers’ operating models and recognized as a strategic platform partner. This role leads senior Customer Success leaders and managers, sets the regional Customer Success strategy, and partners closely with regional Sales, Services, Product, and Global Customer Success leadership. In addition, this role serves as an executive sponsor for the region’s most critical accounts and acts as a transformation partner to customer leadership teams.

What You'll Do

• Set Regional Strategy and Operating Model
  • Define and execute the Customer Success strategy for the region, aligned to global priorities and regional market dynamics.
  • Establish scalable engagement models across onboarding, adoption, value realization, renewal, and expansion.
  • Align customer segmentation and coverage models to revenue tiers, complexity, and growth potential.
  • Standardize success planning, value measurement, and executive engagement frameworks across the region.
  • Contribute to global Customer Success strategy and operating model evolution.
• Lead and Scale a High-Performance Organization
  • Build, lead, and develop a multi-layer Customer Success organization across the region.
  • Hire, coach, and enable senior leaders and frontline managers.
  • Establish clear career paths, capability frameworks, and succession plans.
  • Drive consistent execution standards while enabling regional nuance.
  • Foster a high-performance, customer-obsessed culture focused on accountability and outcomes.
• Own Customer Outcomes and Value Realization
  • Own regional performance across customer health, retention, and net revenue retention (NRR).
  • Ensure every strategic customer has a measurable success plan aligned to business KPIs.
  • Drive consistent use of adoption diagnostics, workspace reviews, and value realization frameworks.
  • Ensure teams translate product usage into clear ROI narratives and executive-level value articulation.
  • Identify systemic adoption blockers and drive resolution through coordinated action.
• Executive Sponsorship and Strategic Account Leadership
  • Serve as executive sponsor for the region’s most strategic and at-risk customers.
  • Build trusted relationships with senior customer stakeholders across business and digital functions.
  • Lead executive conversations on value realization, transformation progress, and platform strategy.
  • Provide leadership during escalations, renewals, and critical commercial moments.
• Drive Customer Transformation
  • Act as a strategic advisor to customer leadership on evolving operating models across marketing, customer experience, and service.
  • Coach Success Managers to champion the use of Sprinklr to modernize workflows, improve efficiency, and enable data- and AI-driven decision-making.
  • Ensure customers are progressing toward scalable, sustainable platform adoption.
• Cross-Functional and Commercial Leadership
  • Partner with regional Sales leadership on account strategy, renewals, and expansion.
  • Align with Services, Product, and Support to ensure a seamless end-to-end customer experience.
  • Represent the regional voice of the customer to influence product priorities and roadmap.
  • Ensure strong alignment between customer outcomes and commercial objectives.
• Operational and Forecasting Excellence
  • Own forecasting for customer health, renewal risk, and expansion potential.
  • Establish and run a disciplined operating cadence with data-driven reporting.
  • Ensure effective use of customer success platforms, telemetry, and performance metrics.
  • Optimize resource allocation and coverage models to balance efficiency and impact.

Required Qualifications

• Bachelor’s degree; advanced degree preferred.
• 12+ years of experience in Customer Success, Consulting, or enterprise SaaS environments.
• 7+ years of experience leading multi-country or regional customer-facing organizations.
• Proven experience owning a regional or large-scale Customer Success function.
• Deep expertise in customer lifecycle management, adoption, and value realization frameworks.
• Experience with complex enterprise SaaS platforms across marketing, CX, or contact center domains.
• Strong executive presence with the ability to influence C-level stakeholders.
• Demonstrated operational rigor, forecasting accuracy, and commercial acumen.
• Experience working cross-functionally across Sales, Product, Services, and Support.

What Sets You Apart

• Track record of scaling and transforming Customer Success organizations into outcome-driven, product-led functions.
• Strong ability to connect product adoption to measurable business impact and executive-level value narratives.
• Experience leading large-scale transformation programs across complex, multi-country enterprise customers.
• Exceptional executive relationship-building capability with both customers and internal leadership.
• Ability to balance strategic leadership with operational discipline and execution excellence.
• Deep understanding of customer behavior, adoption patterns, and value realization in SaaS environments.
• Passion for building high-performing teams and elevating the craft of Customer Success.
• Strong growth mindset and commitment to continuous learning and innovation.

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM. 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.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We 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 complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.

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