[Hiring] Program Manager, Customer Experience @Sprinto

Role Description

The Program Manager, Customer Experience will build and scale the programs that make Sprinto's customer journey more predictable, efficient, and valuable, by identifying friction across handoffs, onboarding, implementation, adoption, support, renewal, and expansion, and turning these into cross-functional programs with clear owners, operating cadence, metrics, and measurable business impact. In parallel, you will directly own deployments for some of our largest enterprise customers, acting as the project lead to drive successful onboarding and time-to-value, while 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 for someone who combines strong stakeholder management, structured execution, data fluency, and customer empathy, and can move seamlessly between delivering outcomes for individual customers and improving the overall customer experience at scale.

Key Responsibilities

• Identify 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.

Qualifications

• 2-5 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.

Requirements

• Experience 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.

Benefits

• Work wherever you are: We’re 100% remote, so you get to choose if you want to work from home, cafe, hills or beaches.
• Co-working, on the house: If co-working is your jam, we offer a generous annual allowance of up to INR 14,000 annually* for social working.
• We care about your learning: We are invested in seeing you grow, and commit USD 1000 annually to help you level up your skills.
• We count your spark, not your leaves: We care about you not just as an employee, but as a person. So if you need a reset, make use of Unlimited leaves.
• Your Safety Net, Woven in: We take care of the what-ifs. From health insurance with coverage up to INR 10 lakh for you and your family, to accident protection of an additional INR 10 lakh, and life insurance worth 3× your annual salary, our benefits wrap you and your family in protection so you can focus on thriving.
• Workspace setup of your dreams: Work from anywhere, and if that’s home, we’ll chip in INR 35,000 to help you create a space that’s as effortless as your workflow.

Inclusion & Diversity

Sprinto is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, gender, sexual orientation, age, disability, or any other protected status. You are welcome at Sprinto for who you are, and we encourage you to bring your complete selves to work. Our culture is built on the strength of diverse thinking — when people with different perspectives, ideas, and ways of solving problems come together, it fuels collaboration and accelerates our mission.

At Sprinto, we are passionate about inclusivity and making sure our entire recruitment process is accessible to everyone. Please share your request for reasonable accommodations at any stage of the application or interview process; we want to ensure everyone feels heard and seen.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.