Customer Success Manager - Service

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

Transformation Advisory

• Serve as a trusted advisor to Heads of Service, Contact Center Directors, and Support Transformation leads.
• Map legacy operations (telephony, IVR, ticketing, WFM) into modern Sprinklr-enabled workflows using AI routing, unified agent desktop, knowledge bases, and self-service portals.

Platform Leadership

• Own product adoption and provide technical consultancy across Care modules: Case Management, Smart Responses, Bot Framework, Agent Assist, Knowledge Base, Routing Logic.
• Lead workspace audits and change plans; ensure platform architecture reflects customer priorities (AHT, CSAT, first contact resolution, deflection rate, etc.).

Customer Enablement

• Develop and deliver scalable enablement plans for service ops, quality, and agent teams—ensuring alignment with process maps and internal KPIs.
• Promote feature adoption via playbooks, pilot programs, performance dashboards, and monthly ROI tracking.

Risk & Growth Management

• Identify early signs of stagnation, low adoption, or implementation gaps—build risk plans and mitigation steps based on CSP telemetry.
• Partner with Sales and Solutions Consultants to surface new use cases (e.g., adding messaging, voice, co-browse, or WFM integrations).

Technical Escalations & Roadmap

• Serve as the escalation point for advanced Care/CCaaS product issues; coordinate with Support, Product, and Engineering teams on behalf of the customer.
• Feed field-level insights back into Sprinklr’s product development lifecycle—ensuring platform evolution matches client priorities.

Cross-Org Program Management

• Lead cross-functional coordination across IT, business, and third-party vendors to drive complex programs (e.g., voice rollout, CRM integrations, compliance configurations).
• Ensure successful post-launch optimization and iterative value unlock through structured success plans and roadmap alignment.

Required Qualifications

• 6+ years in enterprise service operations, CCaaS, or CX tech consulting.
• Fluency in German and English (verbal and written) is a must.
• 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.

Benefits

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 believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide 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.

Equal Employment Opportunity (EEO) Statement

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.