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Sprinto · 1 month ago

Senior Customer Success Manager - (Enterprise)

United States

Full-time

Remote

Senior Level

6+ years exp

Sprinto is a leading platform that automates information security compliance. The Senior Customer Success Manager will be responsible for driving customer satisfaction and retention for high-value enterprise accounts, providing technical guidance, and overseeing GRC transformation projects to ensure successful adoption of the company's solutions.

Cloud SecurityComplianceCyber SecurityInformation TechnologySoftware

Responsibilities

Take full ownership of a portfolio of high-value enterprise accounts, driving Gross Revenue Retention (GRR) by ensuring customer satisfaction, renewals, and expansion opportunities (upsell and cross-sell)

Ensures customers achieve their desired outcomes by providing technical guidance, solution implementation, and ongoing product adoption support

Oversee planning and execution of client GRC transformation programs, collaborating with internal product and delivery teams to align project outcomes with customer business goals

Engage directly with CISOs, CIOs, and senior stakeholders as a strategic advisor, sharing actionable insights on security, compliance, and best practices to build long-term partnerships

Proactively track and improve leading KPIs such as NPS, product adoption, usage depth, and engagement trends to ensure customer health and preempt risks

Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), presenting outcomes, value realized, and aligning on future strategies with both operational and executive stakeholders

Act as a subject-matter expert (SME) within the CS team, mentoring other CSMs in handling complex customer scenarios, improving internal processes, and shaping playbooks for scale

Qualification

Customer Success ManagementGRC FrameworksProject ManagementTechnical AcumenCRM Tools ProficiencyCommunication SkillsRelationship BuildingMentoring

Required

6-10 years of experience in customer success, consulting, or project management, with a focus on mid-market or enterprise accounts

Proven experience in managing complex, multi-phase digital transformation projects with a focus on scaling impact and results

In-depth understanding of Governance, Risk, and Compliance (GRC) frameworks (GDPR, HIPAA, SOC 2), with hands-on experience leading large-scale transformation initiatives in this space

Strong project management skills, capable of handling multiple complex initiatives

Excellent communication and relationship-building skills with senior stakeholders

Has strong technical acumen and the ability to translate complex product capabilities into customer value and business outcomes

Proficiency in CRM tools and data analysis software