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
The Senior Director – Customer Success Europe is a senior executive role responsible for leading the Technical Success function across a key global region. Reporting directly to the Global Head of Customer Success, this leader owns the performance, growth, and maturity of Sprinklr’s Technical Success Manager (TSM) team and acts as a strategic transformation partner to Sprinklr’s largest customers in the region. This role exists to drive customer transformation at scale through deep platform expertise, product adoption, and operational governance. In addition to managing TSMs, this leader serves as an executive sponsor to Sprinklr’s most valuable customers, ensuring long‑term success, influencing account strategy, and partnering with senior stakeholders across Sales, Product, and Services.
What You’ll Do
Lead the Regional Technical Success Function
- Define and execute the theatre‑specific strategy for Technical Success, with full ownership of team performance across adoption, retention, and growth motions.
- Build a world‑class TSM team across Core (Marketing, Social, Ads) and Service (Care, Contact Center) product domains, adapted to regional customer and market context.
- Institutionalize standards for TSM engagement across the customer lifecycle — onboarding, value realization, technical risk management, and ARR expansion.
Serve as Executive Sponsor for Strategic Accounts
- Act as the executive sponsor for the top 20 strategic customers in your region, building relationships with C‑level and SVP‑level customer stakeholders.
- Lead executive alignment conversations around platform strategy, transformation roadmaps, AI/automation maturity, and long‑term value realization.
- Provide direct support during key escalations, roadmap alignment sessions, renewal discussions, and QBRs—partnering closely with Sales and Product teams.
Be a Transformation Leader
- Operate as a field‑facing thought partner for enterprise transformation leaders—driving customer change across marketing and service operations via Sprinklr.
- Collaborate with Services and Solution Consultants to ensure customers are building sustainable, scalable workflows and integration architectures.
- Champion the strategic use of Sprinklr in modernizing customer experience, digital operations, and AI‑powered decision‑making.
Build and Coach a High‑Impact Team
- Hire, develop, and retain a diverse team of TSMs and team leads across the region—ensuring deep product fluency, business acumen, and consultative excellence.
- Define and run a clear leadership operating model with your front‑line managers, including forecast reviews, customer portfolio reviews, and planning cadences.
- Coach team members to handle senior customer conversations, challenge platform usage where needed, and elevate the value of Technical Success.
Drive Operational and Commercial Excellence
- Own customer health forecasting, adoption KPIs, and platform telemetry for all TSM‑covered accounts in the region.
- Partner with the Global Head of Success to define team structure, coverage models, and capacity planning across customer segments and product lines.
- Drive accountability and alignment with Sales, Services, and Support—ensuring tight joint ownership of customer outcomes, risk resolution, and expansion signals.
What Sets You Apart
- Experience transforming traditional customer success or account management teams into technical, product‑led organizations.
- Trusted partner to enterprise transformation leaders—comfortable co‑authoring platform adoption roadmaps and cross‑functional change plans.
- Clear track record of executive relationship building, not just team management—able to sponsor accounts in pre‑sales, post‑sale, and turnaround situations.
- Deep working knowledge of Sprinklr or similar multi‑product platforms spanning CX, marketing, social, and contact center domains.
- Passion for scaling high‑performance teams, cultivating technical craft, and driving strategic impact through execution excellence.
Required Qualifications
- Bachelor’s degree in Computer Science, Business, or related field; advanced degree preferred.
- 10+ years of experience in Customer Success, Solutions Consulting, or Technical Account Management in enterprise SaaS.
- Proven success leading and scaling technical customer‑facing teams in a global or multi‑country theatre.
- Executive‑level presence with demonstrated ability to sponsor large enterprise customers and influence C‑level stakeholders.
- Strong understanding of both marketing (paid/organic/social) and customer service (care/contact center) operating models.
- Deep operational capability—able to manage forecasting, success planning, team health, and cross‑functional programs.
- Familiarity with enterprise SaaS architecture, integrations (REST APIs, middleware), and AI/automation concepts.
Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.
EEO – Our philosophy
Sprinklr is proud to be an equal‑opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.
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