Senior Customer Success Manager, Service (CCaaS)
SprinklrLondon, England, United Kingdom
Posted March 16, 2026
Full Time
About the Company
Sprinklr is a unified, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.
Job Description
The Senior Customer Success Manager - Service owns the strategic technical relationship with Sprinklr's enterprise customers in customer service, CX, and contact center operations. This role drives the successful adoption and expansion of Sprinklr’s Care, Case Management, AI Automation, and Contact Center solutions.
Requirements
- Bachelor’s degree in Business, IT, or related field; or equivalent work experience.
- 6+ years in enterprise service operations, CCaaS, or CX tech consulting.
- 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.
Benefits
- Comprehensive suite of benefits designed to help each member of our team thrive.
- Paid time off to recharge and spend time with loved ones.
- Voluntary healthcare coverage in countries where applicable.
- Open Mentoring Program designed to create meaningful connections that support growth and amplify our focus.