Job Description

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 partneracrossCustomer Success, Support, Product/Engineering, Services, Sales, and leadership to resolve escalations, protect customer outcomes, and reduce risk to retention and reputation.

WhatYou’llDo

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...

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