Apply on Employer Site

Sprinto · 6 days ago

Enterprise Customer Success Manager - US

United States

Full-time

Remote

Senior Level

6+ years exp

Sprinto is a leading platform that automates information security compliance, helping businesses grow and scale confidently. They are seeking an experienced Enterprise Customer Success Manager to drive customer success and guide enterprises through the adoption of their GRC Automation tool, ensuring satisfaction and renewal of high-value accounts.

Cloud SecurityComplianceCyber SecurityInformation TechnologySoftware

Responsibilities

Ownership of GRR and Book of Business (BOB): Take full ownership of a portfolio of high-value mid-market accounts, driving Gross Revenue Retention (GRR) by ensuring customer satisfaction, renewals, and expansion opportunities (upsell and cross-sell)

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

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

Trusted Advisor to CISOs and Executives: 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

Own and Monitor Account Health Metrics: Proactively track and improve leading KPIs such as NPS, product adoption, usage depth, and engagement trends to ensure customer health and preempt risks

Drive Strategic Reviews (QBRs & EBRs): 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

Mentor & Enable Team as SME: 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 ToolsCommunication SkillsRelationship Building

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