Senior Technical Success Manager

DescriptionTechnical Success Manager (TSM) – Core you will be a trusted advisor responsible for driving adoption, value realization, and long-term success for Sprinklr's most strategic customers across the Marketing, Social, and Advertising product suite. Your role bridges business objectives and platform capabilities using deep product expertise to help customers unlock the full value of Sprinklr’s Core solutions. This is a customer-facing, technically proficient role that empowers clients to scale, automate, and optimize their execution and ROI through Sprinklr — and ensures Sprinklr becomes a foundational layer in the customer's stack. What You'll Do Strategic Product Advising Lead the strategic technical relationship across Sprinklr’s Core suite: Social Publishing, Listening, Paid Ads, Marketing Analytics. Act as the primary advisor on platform architecture, user journeys, tagging schemas, and governance frameworks. Translate marketing KPIs (ROAS, brand health, sentiment shift, audience reach) into Sprinklr configurations and use cases. Adoption & Value Realization Own the end-to-end adoption lifecycle across multiple teams (Digital, Social, Brand, Media, Analytics), ensuring frictionless onboarding and proactive value expansion. Foster relationships with cross-functional stakeholders to align platform adoption with customer-specific goals and KPIs. Conduct workspace audits, health score tracking, and usage diagnostics using internal CSP tools to drive recommendations and de-risk accounts. Build reusable playbooks to institutionalize best practices across campaign orchestration, paid amplification, and influencer management. Program Leadership Coordinate cross-functional teams (Product, Solutions Consultants, Services) to address technical challenges, rollout new modules, or guide strategic expansion. Run business reviews tailored to executive audiences, combining KPIs, platform telemetry, and business outcomes into ROI narratives. Co-develop success plans with clear KPI alignment, growth targets, and product rollout timelines—adjusted to market and org evolution. Customer Empowerment Deliver stakeholder-specific enablement—executive workshops, advanced user trainings, feature adoption campaigns—designed to improve usability and internal platform advocacy. Identify blockers to adoption and proactively create corrective action paths: integrations, UX simplification, org change support. Cultivate internal champions and foster a culture of self-service to strengthen long-term platform adoption. Product Influence Serve as a feedback loop to Sprinklr Product and Engineering teams—surfacing structured insights based on real-world campaign needs, integrations, or analytics gaps. Advise customers on how to align their future marketing strategy with Sprinklr's roadmap capabilities and beta features (data management and intelligence, CRM platform and tools, business analytics and reporting, etc.). Growth & Commercial Support Work closely with Sales and Solutions teams to uncover upsell / cross-sell opportunities: Ads module, Listening, new brand / geography activation, etc. Understand the client’s tech stack and vendor landscape to position Sprinklr as a consolidator and differentiator. Required Qualifications Bachelor’s degree in Marketing, Communications, Computer Science, or related field. 6+ years in MarTech, AdTech, or digital media consulting, working with enterprise-grade solutions and cross-functional marketing teams. Deep experience in campaign setup, media planning, or brand marketing strategy at large organizations. Strong understanding of omnichannel marketing strategy (organic, paid, owned) and platform analytics. Ability to configure, audit, and optimize workspace and tagging structures in complex enterprise environments. Executive-level presentation and stakeholder management skills; experience facilitating roadmap sessions and quarterly reviews. Data fluency: ability to interpret telemetry, product usage, and marketing KPIs and convert into strategic actions. What Sets You Apart Prior experience implementing or scaling Sprinklr or similar platforms (Adobe, Salesforce Marketing Cloud, Khoros). Deep familiarity with social ad platforms (Meta, Google, TikTok), social listening taxonomy, and crisis / PR workflows. Experience leading digital transformation projects or global rollouts across brands, geographies, or business units. PMP, Agile, or relevant certification; fluency in campaign lifecycle management tools. Strong business acumen and comfort advising CMOs, Digital Transformation leads, or Global Brand Managers. Exceptional relationship-building skills and a collaborative mindset; ability to navigate complex orgs and earn trust across levels. Customer-first thinking with a bias towards empathy. Proactive problem-solving and a proven ability to distill complex needs into clear, actionable strategies; balancing technical depth with business relevance. 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 is to unite 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 you should receive care for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage where applicable. We believe in taking time off for mental and physical wellbeing, and provide paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our Mentoring Program is designed to create meaningful connections that support growth. To learn more about employee benefits by region, visit our candidate resource hub. To learn more about all-things-Sprinklr, visit our candidate resource hub. Why You'll Love Sprinklr: We are committed to a culture where you belong, are happier today than yesterday, and your contributions matter. Sprinklr offers comprehensive health plans, well-being programs, and financial protection for you and your family. For more information on Sprinklr Benefits around the world, see our region-specific guides. We focus on our 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. We believe in our product: Sprinklr enables a brand’s digital transformation, providing every customer-facing team the ability to reach, engage, and listen to customers globally. We invest in our people: continuous learning opportunities are available. EEO: Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable laws. Reasonable accommodations are available during the interview process. Warning about Recruiting Scams: Sprinklr will never ask you for money or payment for equipment during the interview process and never pay in Bitcoin. If you suspect a scam, do not engage and block the contact. External Field #J-18808-Ljbffr