Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.
Learn more about our culture and how we make our employees happier through The Sprinklr Way.
Job Description
NOTE: This is an Individual Contributor role this role will NOT have direct reports.
The Success Director - Strategic Accounts is the primary link between Sprinklr and our largest customers. In this position, you will guide Sprinklr customers to build valuable solutions within the Sprinklr platform, equip them to deliver against their strategic objectives, and help them achieve their desired business goals. We are customer obsessed.
What You Will Do:
-
Empower Sprinklr’s largest Strategic customers to improve their customers’ digital experiences and achieve business objectives through adoption of the Sprinklr platform.
-
Drive contract renewal growth, increase platform adoption, improve customer satisfaction, and cultivate Sprinklr champions to expand relationships and generate new opportunities.
-
Serve as the internal voice of the customer and advocate for your clients’ needs internally through professional services, support, product management and executive alignment. The Success Director owns the coordination of client outcomes across every step of the post-sales customer journey.
-
Own customer relationships and act as the conduit to internal stakeholders to deliver valuable solutions
-
Manage and track key performance indicators (KPIs) & value realized through coordinated Success Planning – to ensure exceptional and predictable results to the business.
-
Calculate risk forecasts based on product adoption; renewal closure, upsell, and cross-sell opportunities within assigned client accounts in partnership with Sales Account Executives and Solution Consultants – while achieving targeted renewal rate.
-
Leverage knowledge of the Sprinklr platform and industry best practices to craft and present strategic solutions that ensure clients achieve their goals through product utilization and provide excellent consultative support.
-
Identify opportunities for customer references and case studies.
-
Deliver a significant individual contribution while collaborating with and strengthening teammates.
-
Program Manage a POD of internal resources to build valuable platform use cases
What We Are Looking for:
-
You have 10+ years of relevant work experience in SaaS Customer Success, Account Management, or a Strategic Consulting Organization
-
You have prior knowledge of (or willingness to learn) Social Marketing, Social Listening, Customer Care (preference for CCaaS) and Advertising technology. Bonus if you have experience working with multi-product platform technology.
-
You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on value delivered against C-level business goals & mutual technology roadmaps for growth.
-
You have run customer renewal cycles, and have a comfort level negotiating customer renewals to achieve net dollar expansion
-
You have experience using Customer Success software (such as Gainsight), CRM software (ideally Salesforce), and Microsoft Applications (PPT, Excel, Teams) and Forecasting Tools (Clari)
-
You have excellent verbal and written communication skills
What Makes You Qualified:
-
You have achieved a Bachelor’s degree from an accredited college or university, or relevant experience
-
You drive 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)
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 https://sprinklrbenefits.com/ 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.
Compensation Range
$121,000 - $161,000 - $201,000
The base salary range for this role at minimum, midpoint and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay also depends on the relative experience, knowledge, skills to our internal peers in the role. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan and/or equity plan, depending on role.
US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.
Top Skills
Similar Jobs
What you need to know about the Seattle Tech Scene
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
