Lead Technical Success Manager

What You ll DoAs a Technical Success Manager, you will be the strategic advisor and trusted partner for our customers owning product adoption, success planning, and long-term engagement. Your mission is to drive ROI for our clients through thoughtful product enablement and by aligning Sprinklr capabilities with their evolving business needs.

Key Responsibilities

Client Partnership & Relationship Management

• Serve as the primary technical point of contact and relationship owner across key stakeholders in customer organizations.
• Build and grow champions and executive sponsors who understand and advocate for Sprinklr s value.
• Proactively manage customer communications, expectations, and engagements across lifecycle stages.
• Connect Sprinklr leaders with customer teams to deepen the partnership.

Product Adoption & Value Realization

• Co-develop and maintain joint success plans aligned to customer KPIs and business outcomes.
• Conduct regular value reviews and strategy sessions to track progress against goals.
• Monitor product adoption and contract utilization through Sprinklr CSP tools; identify and mitigate adoption gaps.
• Perform configuration audits in collaboration with Services and cross-functional teams to optimize environments.

Customer Enablement & Operational Efficiency

• Drive self-service and enablement through repeatable playbooks and adoption strategies.
• Identify inefficiencies in customer workflows and recommend automation or consolidation using Sprinklr.
• Flag product gaps and partner with Product and Alliances teams to address them via enhancements or third-party integrations.

Growth & Expansion

• Partner with Sales and Solutions Consultants to uncover upsell and cross-sell opportunities.
• Understand customer strategy, market trends, vendor ecosystems, and competitive landscape to proactively pitch Sprinklr value.
• Ensure successful implementation and enablement of new product areas by partnering with Services and Support.

What You ll Need to Succeed

• 6+ years of experience in Technical Account Management, Customer Success, Consulting, or SaaS implementation.
• Proven track record managing enterprise accounts , preferably Fortune 100, in CX transformation initiatives.
• Deep understanding of marketing automation, contact center technology, AI/ML , or customer analytics platforms.
• Ability to analyze usage data and translate insights into clear, strategic recommendations.
• Strong program management skills and experience leading cross-functional teams to deliver outcomes.
• Ability to simplify complex technical concepts and communicate clearly with both business and technical audiences.
• Comfortable working in dynamic, fast-paced environments and adapting to change.
• Willingness to travel 25-50% based on client needs; local candidates preferred.

Preferred Qualifications

• PMP, PMI-PMP, LSS or equivalent certifications.
• Bachelor s degree in a relevant field or equivalent professional experience.
• Passion for emerging technologies, CX trends, and continuous learning.