Program Manager, Customer Experience - Sprinto

Sprinto is an Autonomous Trust Platform that centralizes trust requirements across security frameworks, vendors, and customers. Backed by top-tier investors such as Accel, Elevation, and Blume Ventures, we’ve raised $31.8M in funding. Trusted by over 4,000 organizations across 75 countries, Sprinto helps organizations stay audit-ready, manage real-time risks, and scale fearlessly.

The Mission

The Program Manager, Customer Experience will build and scale the programs that make Sprinto's customer journey more predictable, efficient, and valuable. You will identify friction across handoffs, onboarding, implementation, adoption, support, renewal, and expansion, 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 to inform scalable systems, playbooks, and improvements.

Where You'll Leave Your Mark

• Identify friction across the customer journey using data and firsthand experience from enterprise deployments, translating 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.
• 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.
• Prioritize 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.

The Kind of Builder We're Looking For

• 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.

How We Care for Our Sprinters

• Work wherever you are: 100% remote work flexibility.
• Co-working, on the house: Generous annual co-working allowance.
• Continuous learning: USD 1,000 annually to help you level up your skills.
• Unlimited leave: Take the time you need to reset.
• Safety net: Comprehensive health insurance, accident protection, and life insurance.
• Workspace setup: INR 35,000 allowance to build your dream home office setup.