Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.Learn more about our culture and how we make our employees happier through The Sprinklr Way.
Key Responsibilities
Strategic Planning & Analytics
- Partner with CS and Renewals leadership to define and track performance against key metrics (e.g., gross retention / churn, consumption/adoption, expansion/ net retention, and customer health).
- Build and maintain executive dashboards and operational reports that provide visibility into performance, risks, and opportunities.
- Lead forecasting and planning cycles for Renewals and Customer Success, including capacity modeling, segmentation, and performance trend analysis.
Process Design & Optimization
- Own and optimize core post-sales processes such as handoffs from Sales, health scoring, renewal workflows, and lifecycle management.
- Create business requirements for tools used by CS and Renewals
- Build playbooks for Customer Success and Renewals ICs and managers.
Territory, Quota, and Incentive Design
- Design and manage territory and account assignment models for CS and Renewals teams.
- Lead annual and mid-year planning for quota setting, capacity planning, and performance modeling.
- Partner with Sales Compensation to develop, administer, and track CS and Renewals incentive programs.
Cross-Functional Leadership
- Serve as a key liaison between GTM Operations, Systems, Finance, and Product for initiatives impacting CS and Renewals.
- Drive operational alignment across teams to support consistent data, process, and tooling standards.
- Translate strategic goals into operational roadmaps with clear milestones and KPIs.
Qualifications
- 7–10+ years of experience in Revenue Operations, Customer Success Operations, Sales Operations, or Business Operations roles, ideally in a SaaS or recurring revenue environment.
- Proven success supporting or leading operations for Customer Success and/or Renewals functions.
- Strong analytical and modeling skills with expertise in CRM and BI tools (e.g., Salesforce, Gainsight, Looker, Power BI, Excel).
- Experience with territory and quota planning, capacity modeling, and comp plan design.
- Exceptional communication and stakeholder management skills across cross-functional teams and executive audiences.
- Demonstrated ability to lead through influence, drive complex initiatives, and balance strategic and tactical responsibilities.
Why You'll Love Sprinklr:
We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and 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 is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.
