Senior Business Analyst - Digital Customer Success Operations

Senior Business Analyst - Digital Success Operations

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. 

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. 

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. 

Job Description

Role Summary 

In this role, you will be responsible for design and planning, process optimization, and analytics for our digital-first customer engagement initiatives. You will be leveraging digital tools like Sprinklr and data-driven strategies for digital engagement to guide customers through their lifecycle. You will use analytics and automation to deliver personalized digital journeys, identify at-risk segments and expansion opportunities, and create self-service resources to cost-effectively drive growth. This role is ideal for a proactive and strategic thinker who is passionate about using technology to deliver exceptional customer experiences.

What you will do 

• Design and deliver scalable digital programs: Plan, implement, and continuously optimize digital-first engagement initiatives that drive product adoption, customer satisfaction, and value realization across a broad customer base. 

• Leverage Data and Analytics: Use customer insights, usage trends, and predictive analytics to identify at-risk segments, uncover expansion opportunities, and inform lifecycle engagement strategies. 

• Optimize processes and automation: Assess existing customer success workflows and identify opportunities to automate and scale engagement through enterprise tools like Sprinklr and others to engage a large customer base efficiently and consistently. 

• Develop and manage digital campaigns: Collaborate with cross-functional teams to design targeted, automated campaigns (email, in-app messaging, webinars) that promote best practices and encourage feature adoption. 

• Enhance customer self-service: Lead the creation and curation of digital assets—knowledge base content, tutorials, webinars, and success playbooks—that empower customers to achieve outcomes independently. 

• Monitor and report performance: Define and track key metrics (e.g., adoption, retention, satisfaction), providing actionable insights and recommendations to refine digital success initiatives and measure ROI. 

Required Qualifications 

• Bachelor’s degree in business, engineering, IT, communications, or equivalent work experience. 

• 2+ years of experience in managing customer engagement / experience – in roles like Customer Success, Account Management, Digital Marketing or Consulting preferably within a SaaS or MarTech/AdTech environment. 

• Demonstrated ability to be hands-on with a complex platform, translating business objectives into specific use cases, features, and value propositions. 

• Exceptional written and verbal communication skills. 

• Strong analytical skills with the ability to interpret product usage data and marketing KPIs to provide actionable, data-driven recommendations. 

What sets you apart? 

• Prior hands-on experience implementing or optimizing Sprinklr platform or similar platform. 

• Experience with marketing automation, content management systems, and customer success platforms. 

• Experience in data-driven decision making and understanding of success metrics for content and digital programs. 

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: 

• Lead a new category of enterprise software that we call Unified-CXM. 

• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. 

• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. 

 

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. 

To learn more about employee benefits by region, click here. 

To learn more about all-things-Sprinklr, visit our candidate resource hub here. 

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.  

Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. 

 

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. 

Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.

If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.

Experience Level

Senior Level