Principal Customer Success Manager

Job Description The Customer Success Manager (CSM) – Service owns the strategic technical relationship with Sprinklr's enterprise customers in customer service, CX, and contact center operations. You will drive the successful adoption and expansion of Sprinklr’s Care, Case Management, AI Automation, and Contact Center solutions by acting as the technical face of the partnership. You would lead transformation—not just platform rollout—by aligning Sprinklr’s technology to the customer’s support operating model, cost structure, and digital roadmap. The CSM is also responsible for overseeing empowerment and training programs to ensure comprehensive onboarding and delivering a consistent cadence of engagement with customers through operational cadences. What You'll Do Lead executive stakeholder engagement, establishing governance cadence and driving alignment with senior customer stakeholders, including C-suite leaders Communicate strategic priorities through clear, data-driven insights and structured executive communication frameworks Drive enterprise decision-making, managing trade-offs across scope, budget, and timelines, and ensuring clear ownership and accountability Define and standardise governance, escalation, and audit practices to enable consistent execution Oversee account health and adoption through structured diagnostics, performance reviews, and measurable KPIs Act as the escalation point for complex or high-impact issues Drive adoption and value realisation through targeted programmes, experimentation, and outcome-driven insights Develop scalable best practices and contribute field insights to inform product and innovation Own enterprise success plans aligned to customer objectives, financial targets, and business outcomes Lead value reviews, demonstrating measurable impact including adoption growth, operational improvements, and ROI Establish programme governance standards and partner cross-functionally to manage delivery, mitigate risks, and remove blockers Drive retention and expansion by improving account health, identifying growth opportunities, and delivering measurable business impact Required Qualifications 6+ years in enterprise service operations, CCaaS, or CX tech consulting. Deep understanding of contact center operations, metrics (AHT, SLA, occupancy, NPS), and change management practices. Experience with at least one major service platform (e.g., Salesforce Service Cloud, NICE, Genesys, Zendesk). Proven experience leading multi-year service transformation programs involving multiple business units and systems. Strong capability in project/program management, stakeholder engagement, and technical solutioning. Familiarity with conversational AI platforms, IVR, NLP, and ML models in service automation contexts. What Sets You Apart Experience in highly regulated or mission-critical environments (e.g., financial services, telecom, healthcare). Prior hands-on implementation or optimization of Sprinklr Service modules. Strong understanding of integration architectures—connecting CRMs, telephony, bot platforms, and analytics stacks. Ability to distill service transformation strategy into phased plans with measurable milestones and impact metrics. PMP or Lean Six Sigma certification; ability to manage transformation programs end-to-end