Lead Customer Success Manager - CCaaS

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. Job Description Sprinklr’s Customer Organization focuses on four strong pillars of Client Experience, Operational Excellence, Profitable Growth and Team & Culture. Sprinklr’s Customer Success Managers (CSMs) align highly skilled expertise, thought leadership and program management to align Sprinklr solutions to customers biggest challenges. With a bias towards action and ability to deliver organizational-wide impact, the CSM develops and program manages a plan to empower the customer to do things differently and better using Sprinklr. The Lead CSM is able expertly p [... source excerpt omitted ...] ation and program management skills, positioning the Lead CSM to take a consultative approach in informing and actioning on partnership strategy plans. Directly responsible for: Customer relationship accountability, to which proactive communication, program management, representation and expectation management is foundational. Cultivate relationships with key stakeholders across customer organizations and establish new relationships, directly or by introducing Sprinklr executives and product leadership. Build customer champions and advocates to ensure clients can articulate and understand the value Sprinklr is driving to their business. Oversee customer adoption journey, ens [... source excerpt omitted ...] solutions are implemented, at each stage of the lifecycle to achieve successful outcomes. Ensure awareness of Sprinklr’s product, product roadmap and new releases to all relevant customer stakeholders, in the context of the customer stakeholder’s role, current and prescribed future use cases of Sprinklr. Customer’s product adoption, realized value, and ROI from Sprinklr: Ensuring customer’s achievement of Sprinklr use cases, validated with business metrics and data-driven insights. Co-develop customer outcomes plan to deliver on agreed KPI’s and success metrics. Conduct regular customer cadences to align on value realization, agreed business priorities, and provide thought lea