Program Manager, Customer Experience

About the role

Sprinto is seeking a Program Manager, Customer Experience to design and scale programs that make the customer journey more predictable, efficient, and valuable. You will identify friction points across onboarding, implementation, adoption, support, renewal, and expansion, and turn them into cross‑functional initiatives with clear ownership and measurable impact.

Key responsibilities

• Identify friction across the customer journey using data and direct enterprise deployment experience, and translate findings 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, such as onboarding redesign, SLAs, support routing, QBRs, health scoring, and AI‑driven workflows.
• Build and run program structures including plans, governance cadences, risk tracking, decision frameworks, and launch readiness.
• Align Sales, Solutions, Customer Success, Support, Product, Engineering, and Operations on ownership, tooling, and execution.

Required profile

• Strong stakeholder management and ability to influence across multiple functions.
• Structured execution mindset with a data‑driven approach.
• High customer empathy and ability to translate individual customer challenges into scalable solutions.
• Comfort operating both as an individual contributor for enterprise deployments and as a program lead for organization‑wide initiatives.

Required skills