Principal Technical Success Specialist

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The Principal Technical Success Specialist is a senior, customer-facing expert within Sprinklr’s Customer Organization, responsible for maximizing platform value for our most strategic accounts. This role combines deep technical acumen with the ability to audit usage, surface blockers, and drive alignment across customer and internal teams. Success Architects are value translators and solution advisors—articulating what great platform usage looks like, identifying gaps, and holding stakeholders accountable to close them. Focused on either Core (Marketing, Social, Ads, Insights) or Service (Care, Contact Center) domains (), this role is critical to ensuring Sprinklr is adopted at scale, configured for resilience, and delivering measurable business outcomes.

What You\’ll Do

Note: Each Principal Technical Success Specialist specializes in either Core (Marketing, Social, Ads, Insights)or Service(Care, Contact Center). All activities below apply to both tracks but will be executed within the Architect’s assigned domain.

Conduct comprehensive configuration audits—reviewing tagging frameworks, governance models, automation rules, permissions, routing, and taxonomy alignment.

Deliver structured health check readouts and platform scorecards to customer stakeholders, paired with prioritized recommendations for improvement.

Lead platform re-architecture efforts where needed to optimize scalability, usability, and performance.

Understand integrations with adjacent systems (CRM, DAM, WFM, Telephony, Analytics, Ad Platforms, DMPs, etc.) and identify failure points, performance issues, or architectural bottlenecks that need to be addressed.

Facilitate technical workshops to align Sprinklr capabilities with broader enterprise system design and data strategies.

AI/Automation Optimization

Review and tune AI capabilities—intent libraries, NLP accuracy, Smart Response suggestions, automation rules, bot flows, and classifiers—based on customer-specific use cases.

For Core: Tune AI-driven campaign tagging, content classifiers, sentiment analysis, and automated publishing logic.

For Service: Optimize agent assist models, routing configurations, auto-responses, and self-service flows to improve CSAT, AHT, and containment.

Workflow & KPI Rationalization

Conduct workflow audits to identify redundant processes, manual inefficiencies, and misaligned configurations.

For Core: Rationalize campaign setup, publishing governance, brand taxonomy, and listening classification flows.

For Service: Audit case creation logic, escalation workflows, queue routing, SLA logic, and knowledge management flow.

Ensure KPIs are accurately tracked and reflected through clean data models, dashboards, and reporting logic.

Risk Mitigation & Incident Triage

Serve as a go-to escalation resource for chronic or high-impact technical issues; lead structured root cause analyses and implement prevention strategies.

Collaborate with Support & Engineering to isolate issues, create reproducibility, and advise on fixes or workarounds.

Establish and document repeatable diagnostic frameworks to reduce future friction and improve MTTD/MTTR.

Governance, Security & Compliance

Advise on access controls, audit logging, change management processes, data segregation, and compliance adherence in partnership with Sprinklr Engineering teams.

Engage with internal and external SMEsto reviewand continuously improve Sprinklr’s compliance with frameworks like ADA, GDPR, HIPAA, etc.

Internal Collaboration & Reusability

Act as a technical center of excellence within Success—partnering with TSMs, Product, and Engineering teams to scale architectural standards across accounts.

Create templates, playbooks, and reusable assets (e.g., audit frameworks, AI tuning guides, integration blueprints) to empower broader Success teams.

Required Qualifications

8+ years in technical consulting, solution architecture, technical account management, or platform engineering for enterprise SaaS.

Deep experience with at least one major product domain:

Core: Campaign orchestration, paid social management, content tagging, listening taxonomy, marketing analytics.

Service: Contact center configuration, AI-based routing, case management, service automation, customer care analytics.

Hands-on knowledge of enterprise integrations, REST APIs, event architecture, webhooks, and authentication protocols.

Familiarity with AI/ML-powered systems—natural language processing, classification models, retraining, tuning workflows.

Strong experience facilitating technical design sessions, architecture reviews, and platform readouts to senior stakeholders.

Ability to document solution design using diagrams and architecture maps (e.g., Lucidchart, Visio, Miro).

What Sets You Apart

Direct experience implementing or optimizing Sprinklr deployments—across Core or Service products.

Familiarity with enterprise-grade platforms such as Salesforce (Sales/Service Cloud), Adobe Experience Cloud, NICE, Genesys, Zendesk, or HubSpot.

Prior experience managing platform technical debt and guiding long-term architecture evolution across brands or geographies.

Strong understanding of enterprise security, data privacy, and accessibility compliance frameworks.

Passion for digging deep into the “how” of product configuration—and making complex systems simpler, smarter, and safer.

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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