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Customer Success Manager
3 months ago
The Success Manager is the primary link between Sprinklr and our customers. In this position, you will ensure that Sprinklr customers make the best possible use of the Sprinklr platform, equip them to pursue their strategic objectives, and help them achieve their desired business goals.
What You Will Do:
Empower Sprinklr enterprise customers to improve their customers’ digital experiences and achieve business objectives through the adoption of Sprinklr.
Increase renewal rates, drive adoption, improve customer satisfaction, and cultivate Sprinklr advocates to generate new business.
Serve as the internal voice of the customer and advocate for your clients’ needs (services, support, product management, executive alignment).
Lead and track key performance indicators (critical metrics) in Gainsight – including renewal and expansion commitments – to ensure exceptional, predictable results.
Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives – while achieving targeted renewal rate.
Demonstrate knowledge of the Sprinklr platform and industry standard methodologies to craft and present strategic solutions that ensure clients achieve their goals through product utilization and provide excellent consultative support.
Find opportunities for customer references and case studies.
Deliver a significant individual contribution while collaborating with and strengthening teammates.
What We Are Looking for:
You have 3-7 years of relevant work experience in B2B SaaS customer success, account management, or a strategic consulting organization
You have prior knowledge of (or willingness to learn) marketing and advertising technology
You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific achievements and customer health
You have experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)
You have Clear verbal and written communication skills
What Makes You Qualified:
You have achieved a Bachelor’s degree from an accredited college or university, or confirmed experience
You are able to travel up to 20-25% of the time on average (can vary by region)
You aim to continuously improve Client Services across the company by helping to create a company-wide culture focused on customer success and client delight across the organization (Marketing, Product, Sales, Finance, Executive)
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