Program Manager – Critical Customer Situations

Sprinklr is the definitive, AI\-native platform for Unified Customer Experience Management (Unified\-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer\-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real\-time insights. Today, 1,900\+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. **Job Description** ------------------- **Program Manager – Critical Customer Situations (CritSit)** leads Sprinklr’s post\-sale escalation program. This role oversees the end\-to\-end approach for high\-impact customer issues, driving fast intake, executive alignment, disciplined execution, and clear communication with customers. You will partner across Customer Success, Support, Product/Engineering, Services, Sales, and leadership to resolve escalations, protect customer outcomes, and reduce risk to retention and reputation. **What****You’ll****Do** **Program Ownership \& Governance** * Lead and refine the CritSit operating model, including intake, cadence, and closure standards * Strengthen escalation pathways and drive adoption across the field * Define and report on key program metrics, such as time to resolution and stakeholder satisfaction **Intake, Triage \& Executive Alignment** * Manage escalation intake with clear context and documented prior actions * Align stakeholders and lead action plan reviews within 24 hours * Ensure the right level of executive sponsorship and engagement **Cross\-Functional Leadership (DRI)** * Serve as DRI, mobilizing teams and driving execution against action plans * Run a structured execution cadence with clear ownership and accountability * Escalate risks early and provide concise executive updates **Tooling \& Communication Rigor** * Maintain structured tracking, such as Jira, and accurate status reporting * Oversee dedicated communication channels in Teams * Maintain strong documentation and reporting discipline **Customer Success Outcomes** * Partner with Customer Success teams to deliver clear, customer\-facing messaging * Translate technical issues into business impact for executives * Spot trends and drive preventive improvements **Who You Are** * 10\+ years of experience in Customer Success, Support, Services, or customer\-facing program management within enterprise SaaS * Proven ability to lead through influence in high\-priority, ambiguous situations * Strong executive communication and stakeholder management skills * Data\-driven with strong operational discipline * Technically fluent and able to simplify complex issues * Experience working across Sales, Product, Support, and Services **Preferred Qualifications** * Experience managing escalation or incident programs, such as Sev1 or Sev0 * Familiarity with tools like Jira and with building scalable playbooks * Understanding of post\-sale customer outcomes, including adoption, retention, and renewals **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 was clear: to unify 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 that you should be able to get the type of care you need for your personal well\-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. To learn more about employee benefits by region, click here. To learn more about all\-things\-Sprinklr, visit our candidate resource hub here. **EEO \- Our philosophy**: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We 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 complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. **Warning about Recruiting Scams:** Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams. If you are contacted by someone whom you…