Senior Client Success Manager

2 weeks ago


Chicago, Illinois, United States Sprinklr Full time

About Sprinklr: Sprinklr is a premier enterprise software organization specializing in customer-facing operations. With our cutting-edge AI technology, we provide a unified customer experience management (Unified-CXM) platform that empowers businesses to deliver exceptional human experiences across all modern channels.

Our Mission: At Sprinklr, we are dedicated to enhancing customer satisfaction for our clients, which include over 1,000 of the world's leading enterprises, such as Microsoft, P&G, and Samsung.

Role Overview: As a Senior Client Success Manager within our Global Strategic Accounts (GSA) team, you will oversee our most significant clients and serve as the primary liaison between Sprinklr and our customer teams.

Key Responsibilities:

  • Enable our largest enterprise clients to enhance their customers' digital experiences and meet their business objectives through effective utilization of the Sprinklr platform.
  • Boost renewal rates, drive product adoption, elevate customer satisfaction, and nurture Sprinklr advocates to foster new business opportunities.
  • Act as the internal voice of the customer, advocating for their needs across services, support, product management, and executive alignment.
  • Monitor and manage key performance indicators (KPIs) within our customer success platform, ensuring exceptional and predictable outcomes.
  • Assess risk forecasts based on product adoption and collaborate with Sales Account Executives to close renewal, upsell, and cross-sell opportunities.
  • Utilize your expertise in the Sprinklr platform and industry best practices to devise and present strategic solutions that help clients achieve their goals.
  • Identify opportunities for customer references and case studies.
  • Contribute significantly while collaborating with and strengthening your team.

Qualifications:

  • 5-10 years of relevant experience in SaaS customer success, account management, or strategic consulting.
  • Familiarity with marketing and advertising technology is preferred.
  • Experience in preparing and delivering executive business reviews (EBRs) to senior executives, focusing on project milestones and customer health.
  • Proven track record in managing customer renewal cycles and negotiating renewals for net dollar expansion.
  • Proficient in customer success software (e.g., Gainsight), CRM systems (preferably Salesforce), and Google Applications (Docs, Sheets, Slides).
  • Excellent verbal and written communication skills.

What We Value: A Bachelor's degree from an accredited institution or equivalent experience is required. We are committed to fostering a culture centered on customer success and client satisfaction across all departments.

Why Choose Sprinklr: We prioritize creating an inclusive culture where every employee feels valued and their contributions are recognized. Our comprehensive benefits package supports the health, well-being, and financial security of our employees and their families.

At Sprinklr, we believe in the potential of every individual and strive to empower our team members to achieve their personal and professional best.



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