Senior Director – Customer Success Europe

Senior Director of Customer Success – EMEA

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.

What You’ll Do

Set Regional Strategy and Operating Model

• Define and execute the Customer Success strategy for the region, aligned to global priorities and regional market dynamics
• Establish scalable engagement models across onboarding, adoption, value realization, renewal, and expansion
• Align customer segmentation and coverage models to revenue tiers, complexity, and growth potential
• Standardize success planning, value measurement, and executive engagement frameworks across the region
• Contribute to global Customer Success strategy and operating model evolution

Build, lead, and develop a High-Performance Organization

• Build, lead, and develop a multi-layer Customer Success organization across the region
• Hire, coach, and enable senior leaders and frontline managers
• Establish clear career paths, capability frameworks, and succession plans
• Drive consistent execution standards while enabling regional nuance
• Foster a high-performance, customer-obsessed culture focused on accountability and outcomes

Own Customer Outcomes and Value Realization

• Own regional performance across customer health, retention, and net revenue retention (NRR)
• Ensure every strategic customer has a measurable success plan aligned to business KPIs
• Drive consistent use of adoption diagnostics, workspace reviews, and value realization frameworks
• Ensure teams translate product usage into clear ROI narratives and executive-level value articulation
• Identify systemic adoption blockers and drive resolution through coordinated action

Executive Sponsorship and Strategic Account Leadership

• Serve as executive sponsor for the region’s most strategic and at-risk customers
• Build trusted relationships with senior customer stakeholders across business and digital functions
• Lead executive conversations on value realization, transformation progress, and platform strategy
• Provide leadership during escalations, renewals, and critical commercial moments
• Drive Customer Transformation – act as a strategic advisor to customer leadership on evolving operating models across marketing, customer experience, and service

Coach Success Managers to champion adoption

• Coach Success Managers to champion the use of Sprinklr to modernize workflows, improve efficiency, and enable data‑ and AI‑driven decision‑making
• Ensure customers are progressing toward scalable, sustainable platform adoption

Cross‑Functional and Commercial Leadership

• Partner with regional Sales leadership on account strategy, renewals, and expansion
• Align with Services, Product, and Support to ensure a seamless end‑to‑end customer experience
• Represent the regional voice of the customer to influence product priorities and roadmap
• Ensure strong alignment between customer outcomes and commercial objectives

Operational and Forecasting Excellence

• Own forecasting for customer health, renewal risk, and expansion potential
• Establish and run a disciplined operating cadence with data‑driven reporting
• Ensure effective use of customer success platforms, telemetry, and performance metrics
• Optimize resource allocation and coverage models to balance efficiency and impact

Required Qualifications

• Bachelor’s degree required; advanced degree preferred
• 12+ years of experience in Customer Success, Consulting, or enterprise SaaS environments
• 7+ years of experience leading multi‑country or regional customer‑facing organizations
• Proven experience owning a regional or large‑scale Customer Success function
• Deep expertise in customer lifecycle management, adoption, and value realization frameworks
• Experience with complex enterprise SaaS platforms across marketing, CX, or contact center domains
• Strong executive presence with the ability to influence C‑level stakeholders
• Demonstrated operational rigor, forecasting accuracy, and commercial acumen
• Experience working cross‑functionally across Sales, Product, Services, and Support

What Sets You Apart

• Track record of scaling and transforming Customer Success organizations into outcome‑driven, product‑led functions
• Strong ability to connect product adoption to measurable business impact and executive‑level value narratives
• Experience leading large‑scale transformation programs across complex, multi‑country enterprise customers
• Exceptional executive relationship‑building capability with both customers and internal leadership
• Ability to balance strategic leadership with operational discipline and execution excellence
• Deep understanding of customer behavior, adoption patterns, and value realization in SaaS environments
• Passion for building high‑performing teams and elevating the craft of Customer Success
• Strong growth mindset and commitment to continuous learning and innovation

Benefits

• Voluntary healthcare coverage in applicable countries
• Paid time off to recharge and spend time with loved ones
• Open mentoring program to support growth and development

EEO Statement

Sprinklr is a proud 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, 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.

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