[Hiring] Lead Customer Success Manager @Sprinto

Role Description

Sprinto is an AI-native GRC platform that helps companies manage risk, audits, vendor oversight, and continuous monitoring from one connected platform. We serve 3,000+ customers across 75+ countries and are backed by Accel, Elevation, and Blume Ventures.

We are looking for a Lead Customer Success Manager to help build and scale Sprinto’s mid-market customer success motion. This is not a relationship-only CSM role, and it is not a role where the playbook is already fully built. The right person can run accounts well and help design the operating rhythm as we scale.

You will work with customers using Sprinto to meet serious compliance, audit, and trust goals. Their stakeholders may include:

• Security leaders
• Compliance teams
• Engineering leaders
• Procurement
• Finance
• Founders

Your job is to help them get value quickly, reduce renewal risk early, and grow the account through stronger adoption and clear business outcomes.

What This Person Must Solve

Sprinto needs a Lead CSM who can build discipline into the mid-market customer journey:

• Onboarding milestones
• Account health
• Renewal-risk tracking
• QBRs
• Expansion triggers
• Evidence-led customer conversations

The role is for someone who has operated in B2B SaaS customer success, owned retention or NRR outcomes, managed mid-market or enterprise accounts, and can think beyond account management into CS motion-building.

What you'll own

• Build the mid-market CS motion
• Help define how Sprinto should onboard, engage, review, retain, and expand mid-market customers
• Contribute to health scoring, QBR rhythm, renewal-risk tracking, adoption playbooks, and expansion triggers
• Own adoption and customer health
• Use product usage, audit progress, stakeholder engagement, support patterns, and customer context to understand account health
• Identify risk before renewal month, not after
• Drive retention and expansion
• Own renewal outcomes, surface expansion opportunities, and build value cases that help customers see the business impact of Sprinto
• Manage complex stakeholders
• Work with security, compliance, engineering, finance, procurement, and executive stakeholders
• Translate Sprinto’s value differently for each audience
• Turn customer signal into operating rhythm
• Bring structure to how we run accounts: onboarding milestones, QBRs, risk reviews, customer plans, escalation paths, and handoffs from Sales to CS
• Mentor and raise the bar
• Share playbooks, coach peers, improve team rituals, and help newer CSMs operate with stronger account evidence

Qualifications

• 7–9 years of total experience, with strong experience in B2B SaaS customer success
• Experience owning a book of mid-market or enterprise customers, ideally with ACVs in the $50K–$150K range
• Accountability for retention, GRR, NRR, renewals, or expansion
• Experience with multi-stakeholder accounts involving security, compliance, engineering, IT, finance, procurement, or executive buyers
• Evidence of building or improving CS mechanisms: onboarding playbooks, health scores, QBR frameworks, renewal-risk reviews, account plans, escalation processes, or Sales-to-CS handoffs
• Comfort with technical SaaS conversations
• Clear written and verbal communication with US or global customers from India
• Comfort in a role where the motion is still being built

Benefits

• Remote-first policy
• 5 days working with flexible hours
• Group medical insurance (including parents, spouse, and children)
• Group accident cover
• Group term life insurance
• Company-sponsored laptop
• Education reimbursement policy