Customer Success Manager

Be the Voice and Face of Sprinto: Regularly connect with your customer portfolio to build strong relationships, share key product updates, and ensure they’re on track to meet their goals with Sprinto.

Sell the Value, Not Just the Feature: Strategically articulate the business value of Sprinto to every stakeholder — from the security engineer to the CFO — so customers understand not just the “how” but the “why” behind what they’re paying for.

Drive Product Adoption: Strategically guide customers to adopt relevant features and workflows that maximise the value they get from Sprinto, and tie that adoption back to measurable business outcomes.

Practice Value Engineering: Build and maintain value cases for your accounts — quantify ROI, time-to-audit, hours saved, and risk mitigated. Use these to frame QBRs, renewals, and expansion conversations.

Own Your Outcomes: Manage individual and pod-level OKRs — track performance and drive the activities that deliver real impact on retention, expansion, and advocacy.

Champion Customer Advocacy: Turn delighted customers into brand ambassadors through G2 reviews, case studies, and video testimonials.

Retention and Expansion: Manage renewals, identify upsell and cross-sell opportunities, and grow your customer portfolio’s revenue without compromising on experience.

Be a Strategic Partner: Act as a trusted advisor to customers — bring a point of view, challenge thinking where it helps them, and be the person they call before they call their auditor.

Work Smart with AI: Use tools like Claude, ChatGPT, and other AI assistants every day to prepare for customer conversations, draft communications, analyse account health, and scale your own output.

Mentor & Multiply Impact: Support onboarding of new team members by sharing your playbooks, learnings, and best practices.

You have 3–5 years of experience in a B2B SaaS product company, ideally in a customer-facing role with revenue responsibility.

You have strong business acumen — you can read a customer’s business, understand what drives their P&L, and tailor your conversations accordingly. You are not just operationally or transactionally sound; you actively show value through our product and service offerings.

You understand value engineering — building ROI cases, quantifying outcomes, and using those numbers to influence renewal and expansion decisions.

You can strategically articulate the value of a product to customers, confidently adjusting your narrative for technical, operational, and executive audiences.

You have excellent written and verbal communication skills — most of your day is spent speaking with customers, and the quality of your words matters.

You have a good understanding of cloud technology — terms like S3 bucket, DB encryption, and Virtual Private Cloud mean something to you.

You have hands-on experience using AI tools like Claude, ChatGPT, and similar assistants to research, prepare, write, and analyse faster than peers who don’t.