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.
Job Description
Sprinklr is looking for an experienced Lead - Customer Marketing Manager to drive adoption, engagement and retention through marketing from the existing customer base thereby accelerating Net Expansion Rate.
The customer marketing function will be responsible for building strategic relationships with CXOs across the world who are championing Sprinklr within their enterprises to drive CX transformation. This team will learn and uncover unique use cases on how customers are using Sprinklr and share success stories of our customer champions with the world. In short, this team will help put our customers at the forefront of everything we do as we continuously strive to be a customer-led company thereby significantly contributing to expansion revenue.
Responsibilities
- Work with the cross functional teams (Product, Services, Customer Success) to establish engagement strategies to support Sprinklr’s retention goals.
- Own a target for adoption and retention influence for the segment of customers responsible for.
- Partner with the customer success team to execute targeted adoption focussed marketing programs and drive predictable engagement and bolster renewals from our installed base segment you are responsible for.
- Engage meaningfully with 100% of the customer base across all lifecycle stages through operationalizing customer journey mapping and centralizing 1: Many customer communication.
- Uncover and launch newer and innovative channels and marketing tactics to acquire the right contacts in the existing accounts to drive customer awareness.
- Create, own and drive marketing campaigns encompassing webinars, whitepapers, round tables, customer councils, news letters, events and other tactics that result in adoption and engagement at all levels.
- Segment customers based on behavior, demographics, and engagement levels, creating tailored marketing strategies for each segment by developing personalized content and messaging that resonates with each customer segment
- Create referral and rewards programs that encourage satisfied customers to recommend the product.
- Work on proactive outreach strategies for at-risk customers to mitigate churn and extend customer lifetime value.
Requirements
- 7+ years of B2B SaaS experience in functions such as Marketing and Customer Success. Experience in building and scaling customer marketing is preferred
- Demonstrable track record of strong independent execution and end-to-end ownership of campaigns
- Excellent communication skills and the ability to influence at all levels within the business and externally with customers, partners, prospects and analysts
- A customer-first approach with a passion for storytelling
- Familiarity with the CX domain - Sales, Customer Support, Marketing
- Excellent written and editorial skills (whitepapers, case studies) and possess strong verbal communication skills (formal presentations)
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.
