VP, Global Technical Customer Success

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
 

Global Vice President, Technical Customer Success

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.

In this role, you’ll be at the forefront of shaping and executing a global customer success strategy that drives adoption, expansion, and retention. Leveraging AI, automation, and analytics, you’ll create scalable frameworks that enhance customer engagement, streamline operations, and optimize the entire customer lifecycle. You’ll collaborate closely with Sales to develop growth strategies, implement predictive analytics to reduce churn, and strengthen customer advocacy programs. Leadership is key—we’re looking for someone who can build and mentor a high-performing team while driving alignment with corporate goals. If you’re passionate about data-driven decision-making, customer relationships, and creating long-term business value, this is the perfect opportunity to make a meaningful impact.

Strategy and Vision:

• Develop and execute a comprehensive, data-driven global customer success strategy aligned with company objectives, focusing on customer adoption, expansion, and retention.
• Drive digital transformation initiatives by leveraging automation, AI, and advanced analytics to enhance customer engagement and proactive support.
• Establish a scalable and repeatable global framework that integrates advanced customer health analytics, predictive modeling, and machine learning to drive success outcomes.
• Implement AI-driven automation in customer workflows to improve operational efficiency, reduce response times, and deliver proactive recommendations.
• Leverage cloud-based infrastructure and APIs to create seamless integrations between customer success platforms, CRM systems, and product analytics.
• Define and implement data governance strategies to ensure accuracy, consistency, and security of customer success data across global teams.
• Drive the adoption of self-service analytics tools and AI-powered chatbots to enhance customer interactions and reduce dependency on manual support.

Customer Lifecycle Management:

• Oversee the entire customer journey from onboarding to renewal, ensuring seamless experiences that drive tangible business value.
• Implement robust success frameworks, including playbooks and best-in-class methodologies, to optimize customer engagement at every touchpoint.
• Integrate Customer Success tools and CRM platforms to enhance lifecycle management, drive automation, and ensure real-time customer insights.

Customer Experience:

• Develop and implement a best-in-class customer experience program that standardizes service delivery, ensuring consistent, high-value interactions.
• Introduce AI-driven sentiment analysis and automation tools to optimize responses and predict customer needs.
• Leverage customer data to personalize engagement strategies and proactively mitigate risks.

Account Strategy Planning:

• Collaborate with Sales leadership to develop integrated account growth strategies, aligning success metrics with revenue targets.
• Utilize advanced analytics to drive territory and account planning, ensuring data-driven decision-making.
• Develop success plans that are deeply embedded within customer roadmaps, linking technology adoption with long-term business value.

Revenue Expansion:

• Work cross-functionally with sales, marketing, global services, and product teams to identify and execute upsell and cross-sell opportunities.
• Implement AI-driven customer intelligence tools to predict expansion opportunities and proactively engage customers.
• Establish consumption-based success metrics that drive product adoption and revenue growth.

Renewal and Retention:

• Lead proactive renewal strategies leveraging predictive analytics to identify churn risks and intervene strategically.
• Implement customer engagement models that increase product stickiness through value-driven usage.
• Support Sales in the renewal process with data-backed insights on consumption and ROI.

Customer Satisfaction and Advocacy:

• Design and implement Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs to measure and continuously enhance customer loyalty.
• Drive customer advocacy initiatives, including case studies, reference programs, and community engagement.
• Use customer insights to inform product development and enhance service offerings.

Team Leadership:

• Recruit, mentor, and lead a high-performing global customer success team, fostering a culture of innovation and accountability.
• Implement AI-powered performance analytics to track team effectiveness and drive continuous improvement.
• Ensure alignment with company goals through regular training, enablement, and development programs.

Metrics and Reporting:

• Establish and track key performance indicators (KPIs) to measure the effectiveness of customer success initiatives.
• Use data-driven insights to continuously refine strategies, ensuring customer success goals align with corporate objectives.
• Implement robust reporting frameworks integrating dashboards and AI-driven analytics for real-time performance monitoring.

Stakeholder Engagement:

• Collaborate cross-functionally to drive a customer-centric culture across all business units.
• Ensure transparent communication between Customer Success, Product, Sales, and Engineering teams to enhance the customer experience.
• Develop executive engagement strategies to align customer success with C-level business priorities.

Customer Relationships:

• Establish and strengthen C-level relationships across key accounts to solidify strategic partnerships.
• Implement executive business reviews (EBRs) with data-backed insights to reinforce value realization.
• Drive deep engagement across stakeholders to embed our solutions within their long-term business strategy.

Partner Ecosystem Development:

• Build and establish relationships with partner consulting organizations to enhance go-to-market strategy and implementation success.
• Develop strategic alliances that extend customer reach and accelerate value realization.

Who You Are:

• 10+ years of experience in senior leadership roles within post-sales services, customer success, or support, preferably in a technology or SaaS company.
• Proven track record in driving customer adoption, retention, and expansion strategies through data-driven methodologies.
• Deep understanding of SaaS business models, lifecycle management, and revenue expansion techniques.
• Strong technical acumen, with the ability to understand complex software solutions, APIs, cloud computing environments, and data analytics tools.
• Experience working with CRM platforms, Customer Success tools, and AI-driven customer analytics platforms.
• Technical knowledge of enterprise software ecosystems, integrations, and security best practices.
• Expertise in leveraging AI, automation, and analytics to enhance customer engagement and operational efficiency.
• Strong leadership skills with the ability to build, inspire, and scale global teams.
• Exceptional communication, negotiation, and stakeholder management abilities.
• Analytical mindset with experience in using data-driven insights to inform strategy and decision-making.
• Experience leading large-scale business transformation initiatives with a focus on operational rigor and excellence.
• Ability to drive innovation in customer success, incorporating digital strategies and automation for scalability.

This role is pivotal in shaping our global technical customer success strategy, ensuring our customers achieve maximum value while driving growth and retention. If you are a strategic leader with a passion for technology and customer excellence, we’d love to hear from you!

Why You'll Love Sprinklr:

Learn more about our culture and how we make our employees happier through The Sprinklr Way.

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.

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

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.