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.
The Director of Customer Success - Southern Europe, leads an 8-figure division with a team of Customer Success Managers responsible for delivering exceptional value to Sprinklr’s largest enterprise and global strategic accounts. This team is responsible for mapping Sprinklr technology to customer outcomes, expanding product consumption, and fostering account growth to ensure mutual success for Sprinklr and its customers.
As a leader, you will inspire, mentor, and drive a high-performing team to achieve measurable results in retention, consumption, and upsell while cultivating long-term customer partnerships. You will leverage your technical expertise and strategic acumen to align Sprinklr’s cutting-edge platform capabilities with customer needs, ensuring impactful outcomes.
You will bring extensive expertise in Customer Experience, CcaaS or MarTech with a focus on enterprise-level platform SaaS. The Group Director reports to the Group Vice President, Customer Success, and plays a pivotal role in shaping Sprinklr’s go-to-market strategy within the designated geography.
Responsibilities
Provide visionary leadership to a customer success organization that serves as the primary point of contact for Sprinklr’s most valuable and strategically important accounts, ensuring they achieve their business objectives through Sprinklr’s software and services.
Continuously elevate the performance of the customer success team by recruiting, onboarding, developing, and retaining top talent.
Establish and execute scalable strategies and frameworks to drive retention, expand product adoption, and identify opportunities for account growth.
Foster executive-level relationships with key customer stakeholders and decision-makers to ensure alignment and long-term partnership.
Achieve and exceed financial targets, including account retention, expansion, and revenue growth, while maintaining profitability and cost management.
Act as a technical advisor to customers, providing strategic guidance on leveraging Sprinklr’s platform to solve complex business challenges and achieve measurable results.
Collaborate with cross-functional teams, particularly Sales, Product and Engineering to deliver a seamless customer experience and maximize customer satisfaction.
Build processes and best practices for interfacing with internal Sprinklr teams to enhance operational efficiency and client outcomes.
Oversee the execution of customer success plans, ensuring consistent delivery of measurable results and high-quality service.
Represent Sprinklr as a thought leader in customer success and customer experience strategy, contributing to the company’s reputation for innovation and excellence.
Desired Skills and Experience
6+ years of progressive leadership experience in Customer Success, with a proven track record of managing large enterprise portfolios and strategic customer relationships.
Demonstrated success in driving retention and revenue growth within Fortune 500 brands.
Strong business acumen with a deep understanding of enterprise strategy, SaaS models, and industry trends.
Exceptional leadership skills, including the ability to inspire, develop, and lead high-performing teams.
Proven ability to develop and execute scalable strategies that deliver measurable business outcomes.
Outstanding interpersonal, communication, and presentation skills, with the ability to influence and build trust at all organizational levels.
Strong analytical mindset with a focus on using data to inform decisions and drive performance.
Thrives in a dynamic, fast-paced environment with a proactive and solution-oriented approach.
Collaborative and results-driven, with a passion for delivering exceptional customer experiences.
We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:
Lead a new category of enterprise software that we call Unified-CXM.
Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.
Create a culture of customer obsession, with trust, teamwork, and accountability.
We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.
We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.
To learn more about employee benefits by region, click here.
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EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.
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