Senior Director, Customer Success

Summary

Join Sprinto as a Senior Leader of Customer Success and define and execute the strategic vision for a global Customer Success organization. This critical role drives revenue retention, customer advocacy, and scalable product adoption. You will thrive in both strategic thinking and hands-on execution, solving complex customer challenges and refining the company’s approach to Customer Success. As Sprinto scales toward $100M ARR and an IPO, your leadership will build a world-class CS function operating effectively in a fully remote, high-growth environment. The ideal candidate will have extensive experience scaling a CS function in a high-growth SaaS environment and possess strong commercial acumen and stakeholder management skills. This is an opportunity to build and lead a world-class CS organization in a high-stakes market.

Requirements

• 12+ years in B2B Sales, Solutions, Onboarding, and Customer Success, with at least 5 years in senior leadership (managing managers)
• Proven experience scaling a CS function in a high-growth SaaS environment, ideally beyond $100M ARR
• Strong commercial acumen, with a track record of owning revenue retention and expansion
• Experience working with technical SaaS products and driving customer adoption in a new product category
• Excellent stakeholder management skills, with the ability to influence cross-functional teams and executives
• Data-driven mindset with proficiency in CS tools, analytics, and automation
• Experience hiring and leading remote teams across global markets

Responsibilities

• Define & Execute CS Strategy for Sprinto: Develop and execute a CS strategy that aligns with Sprinto’s growth goals, optimizing for Adoption, Retention, Expansion, and Advocacy
• Leadership & Team Development: Recruit, mentor, and continue to develop a high-performing, globally distributed CS team that thrives in a fully remote environment while maintaining a culture of customer centricity and excellence
• Drive Adoption in a Net-New Product Category: GRC Automation is a new product category and most customers are using such a product for the first time. The role requires proactive strategies to educate and guide customers through adopting a novel and technically complex product
• Hands-On Customer Engagement: As the market and needs evolve, work directly with key customers to understand new use-cases, their pain points, and influence how the offering evolves to meet market needs
• Cross-Functional Collaboration: Align CS with Sales, Product, and Marketing to continuously refine the product and go-to-market strategy based on real customer feedback
• Customer Success at Scale: Establish data-driven frameworks to track customer health, risk, and success outcomes while implementing scalable processes & automation to drive efficiency, maximize retention, and ensure high NRR in a high-growth environment

Benefits

• Remote First Policy
• 5 Days Working With FLEXI Hours
• Group Medical Insurance (Parents, Spouse, Children)
• Group Accident Cover
• Company Sponsored Device
• Education Reimbursement Policy