Program Manager – Critical Customer Situations

India Karnataka Bangalore, IndiaOn-site

Responsibilities

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
Create a culture of customer obsession, with trust, teamwork, and accountability.

Sprinklr is the definitive, AI-native platform for Unified Customer
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.
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
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.
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.

Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve.