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about 2 months ago
Requirements and responsibilities
What the Role Involves: The Program Manager, Customer Experience will build and scale the programs that make Sprinto's customer journey more predictable, efficient, and valuable. This includes identifying friction across handoffs, onboarding, implementation, adoption, support, renewal, and expansion, then turning these into cross-functional programs with clear owners, operating cadence, metrics, and measurable business impact. You will also directly own deployments for some of Sprinto's largest enterprise customers—acting as the project lead to drive successful onboarding and time-to-value—using these engagements as a ground-level lens into customer challenges to inform scalable systems, playbooks, and improvements. This is a high-ownership IC role requiring strong stakeholder management, structured execution, data fluency, and customer empathy, with the ability to both deliver for individual customers and improve customer experience at scale.Key ResponsibilitiesIdentify friction across the customer journey—using both data and firsthand experience from enterprise deployments—and translate it into scoped, measurable CX programs.Own end-to-end project management for deployments of key enterprise customers, driving onboarding, implementation, and time-to-value.Lead cross-functional CX initiatives from charter to launch to adoption (e.g., onboarding redesign, SLAs, support routing, QBRs, health scoring, AI workflows).Build and run program structures: plans, governance cadences, risk tracking, decision frameworks, and launch readiness.Align Sales, Solutions, CS, Support, Product, Engineering, and Ops on ownership, tooling, and execution.Define and track program success through dashboards, business reviews, and KPI frameworks tied to customer outcomes.Convert repeat customer scenarios into standardized playbooks, documentation, and enablement assets.Prioritise improvements using customer feedback, onboarding data, support signals, and deployment learnings.Drive adoption of new processes and systems through strong change management.Provide leadership with clear updates, trade-offs, and visibility into progress, risks, and blockers.Required Skills & Competencies2-5 years in Program Management, Customer Success Operations, Service Delivery, Implementations, Business Operations, or a similar cross-functional role in B2B SaaS.Proven experience leading complex initiatives with multiple stakeholders, competing priorities, and measurable business outcomes.Strong operator mindset: able to move from ambiguous problem statement to charter, milestones, owners, metrics, and launch plan.Excellent written, verbal, and executive communication skills; comfortable presenting to senior stakeholders and working teams alike.Data fluency with Excel / Google Sheets and strong comfort with dashboards, KPI design, and operational analysis; SQL / BI skills are a plus.Experience improving customer lifecycle motions such as onboarding, adoption, support, renewals, handoffs, or enablement.High ownership and change-management capability: can influence without formal authority and drive adoption across teams.Good to HaveExperience in Customer Experience, Customer Success, RevOps, or post-sales functions of a high-growth SaaS company.Exposure to CRM / CX / support / project systems such as HubSpot or Salesforce, Gainsight / Totango / Planhat, Jira / Asana, Zendesk / Freshdesk, and BI tools.Background in security, compliance, IT operations, or another domain with structured workflows and heavy cross-functional coordination.Formal program or project management training/certifications are good to have, but not required.How We Care For Our Sprinters: Work wherever you are—Sprinto is 100% remote, so you can choose to work from home, cafe, hills or beaches. Co-working allowance: up to INR 14,000 annually for social working. Learning: commit USD 1000 annually to help you level up your skills. Unlimited leaves. Health insurance coverage up to INR 10 lakh for you and your family, plus accident protection of an additional INR 10 lakh, and life insurance worth 3× your annual salary. Workspace setup: if home is your place, Sprinto will chip in INR 35,000 to help you create your ideal workspace.Inclusion & DiversitySprinto is an equal opportunity employer and does not discriminate on race, colour, religion, gender, sexual orientation, age, disability, or any other protected status.Recruitment process is accessible to everyone; candidates can share requests for reasonable accommodations at any stage of the application or interview process.About Sprinto Sprinto is an AI-native GRC platform that helps organizations manage risks, audits, vendor oversight, and continuous monitoring from a single connected platform. Sprinto has 350+ employees serving 3,000+ customers across 75+ countries, with integrations and security standards including SOC 2, ISO 27001, GDPR, HIPAA, and PCI-DSS.
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