Senior Customer Success Manager

22 hours ago

San Francisco, CA, United States Sprinto Full time
Sprinto is a leading platform that automates information security compliance. By raising the bar on information security, Sprinto ensures compliance, healthy operational practices, and the ability for businesses to grow and scale with unwavering confidence. We are a team of 350+ employees & helping 2500+ Customers across 75+ Countries. We are funded by top investment partners Accel, ELEVATION & Blume Ventures and have raised 31.8 Million USD in funding including our latest Series B round

The Role

Are you ready to make a significant impact in a fast-paced, innovative environment? We are on the lookout for an experienced Senior Customer Success Manager to join our dynamic B2B SaaS company that's revolutionising the way businesses operate in a nascent market

Imagine being at the forefront of change as our customers transition from outdated manual processes-think spreadsheets, emails, and folders-to harnessing the power of our cutting-edge GRC Automation tool. In this pivotal role, you will be the guiding force for enterprises embarking on an exciting journey of transformation, helping them unlock new levels of efficiency and success as they adopt our solutions for the very first time.

If you're passionate about driving customer success and thrive in an environment where innovation meets opportunity, this is your chance to shine Join us and be part of a team that's not just changing how work gets done but also shaping the future of the industry. Your expertise will be crucial in empowering clients to embrace automation and redefine their workflows.

Key responsibilities of the role:
    • Ownership of GRR and Book of Business (BOB): Take full ownership of a portfolio of high-value enterprise accounts, driving Gross Revenue Retention (GRR) by ensuring customer satisfaction, renewals, and expansion opportunities (upsell and cross-sell).
    • Technical Expertise: Ensures customers achieve their desired outcomes by providing technical guidance, solution implementation, and ongoing product adoption support.
    • Lead GRC Transformation Projects: Oversee planning and execution of client GRC transformation programs, collaborating with internal product and delivery teams to align project outcomes with customer business goals.
    • Trusted Advisor to CISOs and Executives: Engage directly with CISOs, CIOs, and senior stakeholders as a strategic advisor, sharing actionable insights on security, compliance, and best practices to build long-term partnerships.
    • Own and Monitor Account Health Metrics: Proactively track and improve leading KPIs such as NPS, product adoption, usage depth, and engagement trends to ensure customer health and preempt risks.
    • Drive Strategic Reviews (QBRs & EBRs): Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), presenting outcomes, value realized, and aligning on future strategies with both operational and executive stakeholders.
    • Mentor & Enable Team as SME: Act as a subject-matter expert (SME) within the CS team, mentoring other CSMs in handling complex customer scenarios, improving internal processes, and shaping playbooks for scale.
Key requirements of the role:
    • 6-10 years of experience in customer success, consulting, or project management, with a focus on mid-market or enterprise accounts.
    • Proven experience in managing complex, multi-phase digital transformation projects with a focus on scaling impact and results.
    • In-depth understanding of Governance, Risk, and Compliance (GRC) frameworks (GDPR, HIPAA, SOC 2), with hands-on experience leading large-scale transformation initiatives in this space.
    • Strong project management skills, capable of handling multiple complex initiatives.
    • Excellent communication and relationship-building skills with senior stakeholders.
    • Has strong technical acumen and the ability to translate complex product capabilities into customer value and business outcomes.Proficiency in CRM tools and data analysis software.
Benefits
    • Remote First Policy
    • Dental, Vision, Health insurance
    • Yearly new skills development reimbursement
    • Device reimbursement
    • WFH Setup
    >


Ready to make a difference? We can't wait to meet you

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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