At a Glance
- Tasks: Lead a dynamic team to drive customer success and transformation across Europe.
- Company: Join Sprinklr, a leading AI-native platform for customer experience management.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Be part of a diverse team committed to innovation and excellence.
- Why this job: Make a real impact by shaping customer experiences with cutting-edge technology.
- Qualifications: 10+ years in customer success or technical account management; strong leadership skills.
The predicted salary is between 100000 - 150000 £ per year.
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 – Customer Success Europe is a senior executive role responsible for leading the Technical Success function across a key global region. Reporting directly to the Global Head of Customer Success, this leader owns the performance, growth, and maturity of Sprinklr’s Technical Success Manager (TSM) team and acts as a strategic transformation partner to Sprinklr’s largest customers in the region. This role exists to drive customer transformation at scale through deep platform expertise, product adoption, and operational governance. In addition to managing TSMs, this leader serves as an executive sponsor to Sprinklr’s most valuable customers, ensuring long‑term success, influencing account strategy, and partnering with senior stakeholders across Sales, Product, and Services.
What You’ll Do
- 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.
Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.
EEO - Our philosophy
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.
Senior Director - Customer Success EMEA employer: Sprinklr
At Sprinklr, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. Our commitment to employee growth is evident through our comprehensive training programmes and opportunities for advancement within the dynamic EMEA region. With a focus on work-life balance and a diverse, inclusive environment, we empower our team members to thrive while delivering extraordinary customer experiences across the globe.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Director - Customer Success EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sprinklr. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sprinklr before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Director - Customer Success EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sprinklr:Your cover letter is your chance to shine! Tell us why you want to work at Sprinklr specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sprinklr!
How to prepare for a job interview at Sprinklr
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
