Program Manager – Critical Customer Situations

Responsibilities

• Lead and refine the CritSit operating model, including intake, cadence, and closure standards
• Manage escalation intake and align stakeholders to lead action plan reviews within 24 hours
• Serve as the Directly Responsible Individual (DRI) to mobilize cross-functional teams and drive execution
• Define and report on key program metrics such as time to resolution and stakeholder satisfaction
• Partner with Customer Success to deliver clear customer-facing messaging and translate technical issues into business impact
• Maintain structured tracking and documentation using tools like Jira and Microsoft Teams

Requirements

• 10+ years of experience in Customer Success, Support, Services, or customer-facing program management
• Extensive experience within the Enterprise SaaS industry
• Proven ability to lead through influence in high-priority, ambiguous, and high-pressure situations
• Strong executive communication and stakeholder management skills
• Data-driven mindset with high operational discipline
• Technical fluency and the ability to simplify complex technical issues for business leaders

Preferred Qualifications

• Experience managing high-severity escalation or incident programs (e.g., Sev1 or Sev0)
• Proficiency with Jira and experience building scalable operational playbooks
• Deep understanding of post-sale customer outcomes, including adoption, retention, and renewals

About the Company

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM). We empower the world's leading brands to deliver extraordinary experiences at scale across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps enterprises unify data, break down silos, and act on real-time insights to build deeper connections with their customers.