Program Manager Critical Customer Situations

Program Manager Critical Customer Situations (CritSit) leads Sprinklr s post-sale escalation program. This role oversees the end-to-end approach for high-impact customer issues, driving fast intake, executive alignment, disciplined execution, and clear communication with customers. You will partner across Customer Success, Support, Product/Engineering, Services, Sales, and leadership to resolve escalations, protect customer outcomes, and reduce risk to retention and reputation. What You ll Do Program Ownership Governance Lead and refine the CritSit operating model, including intake, cadence, and closure standards Strengthen escalation pathways and drive adoption across the field Define and report on key program metrics, such as time to resolution and stakeholder satisfaction Intake, Triage Executive Alignment Manage escalation intake with clear context and documented prior actions Align stakeholders and lead action plan reviews within 24 hours Ensure the right level of executive sponsorship and engagement Cross-Functional Leadership (DRI) Serve as DRI, mobilizing teams and driving execution against action plans Run a structured execution cadence with clear ownership and accountability Escalate risks early and provide concise executive updates Tooling Communication Rigor Maintain structured tracking, such as Jira, and accurate status reporting Oversee dedicated communication channels in Teams Maintain strong documentation and reporting discipline Customer Success Outcomes Partner with Customer Success teams to deliver clear, customer-facing messaging Translate technical issues into business impact for executives Spot trends and drive preventive improvements Who You Are 10+ years of experience in Customer Success, Support, Services, or customer-facing program management within enterprise SaaS Proven ability to lead through influence in high-priority, ambiguous situations Strong executive communication and stakeholder management skills Data-driven with strong operational discipline Technically fluent and able to simplify complex issues Experience working across Sales, Product, Support, and Services Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.