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Success Manager at Sprinklr
Boston, MA, US / New York City, NY, US

Sprinklr is 1,500 employees strong, valued at $1.8 billion, and positioned at the forefront of the customer experience management industry. At a time when consumers are connected and empowered like never before, Sprinklr is helping the world’s largest brands provide amazing experiences at every turn.

Sprinklr offers a set of powerful social capabilities that allow our clients to reach, engage, and listen to customers across 24 social channels. We empower entire organizations to work together – across marketing, advertising, research, commerce, and customer care – to manage customer experience at scale.

Sprinklr works with more than 1,000 of the most recognized brands around the world, including Nike, JPMorgan Chase, Verizon, McDonald’s, Microsoft, P&G, and more than 50% of the Fortune 50.

Meet our Success Management Team!

Success Management is the key touchpoint between Sprinklr and our customers. We ensure that every stakeholder maximizes their usage of the platform, and understands how Sprinklr can help them achieve their strategic objectives.

Our KPIs are primarily focused on relationship health, platform adoption, and revenue retention & growth. We never lose a customer, and constantly demonstrate value.

What You'll Do

To lead a team of Customer Success Managers with a mission to accelerate value for our customers. The team is focused on ensuring an exceptional customer experience while driving retention and growth for the business,

 

Key responsibilities include:

  • Account strategy planning with direct reports and building success plans to drive value conversations, increase loyalty and minimize customer attrition
  • Own the customer retention strategy, identifying gaps and amending it to reflect customer needs and market maturity
  • Tracking customer health and driving the resolution of critical escalations working alongside our support teams
  • Building and growing relationships within our top accounts at the senior level and becoming a trusted partner
  • Provide best practice and thought leadership to the customer success group, our clients and Sprinklr’s broader organization
  • Establish strong partnerships with our Sales, Marketing, Solution Consulting and Services teams.
  • Setting clear expectations with your team and provide regular reviews, feedback and check-ins
  • Inspiring and developing the customer success team
  • Leading the customer success managers to build a strong post-sales strategy for their portfolio of accounts to ensure our customers maximize the value on their investment in Sprinklr Solutions
  • Drive the growth, development and future planning of the SM team, ensuring we continue to delight customers, develop our people and grow/scale the business

 

Requirements:

  • Bachelor’s or Master’s degree or relevant work experience
  • 2+ years in prior people management experience
  • Experience in post-sales account management in SaaS
  • Passion for customer success
  • Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnership
  • Proven effectiveness managing an account portfolio of large, complex and strategic accounts at a senior level
  • Building and maintaining relationships at most senior levels with assigned accounts and becoming a trusted advisor
  • Proven experience driving customer retention initiatives, achieving high retention rates and customer satisfaction
  • Exceptional organizational, presentation, and communication skills, both verbal and written
  • Flexibility to travel (approx. 20%)

Sprinklr has spent the last eight years building software for an “un-enterprise” world and we’re bringing the very best talent together to take us to the next level.