À propos de ce poste Program Manager, Customer Experience chez Sprinto
Sprinto autonomously executes tasks needed to maintain trust across compliance, audits, risk management, vendor risk, privacy, and AI governance, enabling organizations to maintain a strong, reliable trust posture without draining operational bandwidth and resources on repetitive tasks.
Backed by top-tier investors such as Accel, Elevation, and Blume Ventures, we’ve raised $31.8M in funding to fuel our mission. Trusted by over 3,000 organizations across 75 countries, Sprinto helps organizations stay audit-ready, manage real-time risks, and scale fearlessly. With 300+ native integrations and AI-driven automation, Sprinto supports 200+ global security standards natively, including SOC 2, ISO 27001, GDPR, HIPAA, PCI-DSS, and more. Sprinto's extensible architecture enables organizations to build and support an infinite number of custom integrations and frameworks.
Founded in 2020 by second-time founders Girish Redekar and Raghuveer Kancherla, Sprinto powers compliance for organizations like Whatfix, Encora, Anaconda, Whatnot, Ultrahuman, WeWork, Everstage, AI Foundation, HackerRank, and many more.
What the Role Involves: 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.
Required Skills & Competencies
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.
Good to Have :
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.
