Success Manager Digital

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

Role Summary

As a Digital Success Manager, you will be responsible for managing a large portfolio of customers at scale, focusing on our low-touch and tech-touch segments by leveraging digital tools like Sprinklr and scalable, data-driven strategies for digital engagement to guide customers through their lifecycle, rather than relying solely on one-on-one traditional interactions. You will use analytics and automation to deliver personalized digital journeys, identify at-risk accounts, detect upsell opportunities, and create self-service resources like webinars and email campaigns to manage customer relationships and drive growth cost-effectively. This role is ideal for a proactive and strategic thinker who is passionate about using technology to deliver exceptional customer experiences.

What You Will Do

• Customer Lifecycle Management at Scale: Design, implement, and optimize digital-first programs to support a large customer base. This includes automated onboarding workflows, in-product guidance, and self-service resources.
• Drive Product Adoption & Engagement: Develop and execute digital campaigns (e.g., email, in-app messaging) to drive feature adoption, promote best practices, and increase overall product usage.
• Churn & Expansion Identification: Use predictive analytics to spot early signs of customer churn and identify opportunities for cross-selling and upselling to expand the customer base. 
• Customer Advocacy: Act as the voice of the customer by collecting and analyzing feedback, and sharing insights with internal teams (Product, Engineering, Marketing, and Sales) to influence the product roadmap and improve the overall customer experience
• Automation & Scalability: Identify opportunities to automate customer success processes and implement scalable, self-service resources to handle a large customer base efficiently. 
• Content and Resource Creation: Contribute to the creation and maintenance of customer-facing resources, such as knowledge base articles, webinars, tutorials, and success playbooks, to empower customers to achieve their goals independently.
• Reporting and Analysis: Track, report on, and optimize key performance indicators (KPIs) for digital success initiatives, such as product adoption rates, customer retention, and Customer Happiness Index (CHI).
• Responsible for customer workspace configuration audits, partnering with cross-functional teams on the process and related deliverables.
  
  

Required Qualifications

• Bachelor’s degree in business, engineering, IT, communications or equivalent work experience.
• 5+ years of experience in a Customer Success, Account Management, or a strategic digital/social role, preferably within a SaaS or MarTech/AdTech environment.
• Demonstrated ability to be hands-on with a complex platform, translating business objectives into specific use cases, features, and value propositions.
• Exceptional written and verbal communication skills.
• Strong analytical skills with the ability to interpret product usage data and marketing KPIs to provide actionable, data-driven recommendations.
  
  

What sets you apart?

• Prior hands-on experience implementing or optimizing Sprinklr platform or similar platform.
• Experience with marketing automation, content management systems, and customer success platforms.
• Experience in data-driven decision making and understanding of success metrics for content and digital programs.
  
  

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.

To learn more about all-things-Sprinklr, visit our candidate resource hub here.

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. 

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.

Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commissions advice to avoid these types of scams.

If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.

---