Lead Customer Success Manager, Mid-Market

About Sprinto: Sprinto is a premier, internationally recognized AI-native Governance, Risk, and Compliance (GRC) platform pioneer and compliance automation leader on an absolute mission to help organizations manage risks, audits, vendor oversight, and continuous monitoring from a single connected ecosystem. Recognized consistently as a Leader on G2 and a LinkedIn Top Startup, Sprinto serves over 3,000 customers across 75+ countries, leveraging $31.8M in elite venture funding from Accel, Elevation, and Blume Ventures. The platform empowers modern businesses to seamlessly navigate 200+ global security standards—including SOC 2, ISO 27001, GDPR, and HIPAA—while integrating deeply with over 300 digital architectures. Operating a fast-paced, highly supportive culture, Sprinto provides high-agency customer success leaders with an uncompromised remote canvas to build scaling playbooks, drive critical enterprise retention, and ensure global compliance automation is delivered safely and efficiently worldwide.

Position Overview

We are seeking a highly analytical, systems-minded Lead Customer Success Manager to join our core centralized Customer Success division in a full-time remote capacity anywhere across India. In this high-leverage strategic seat, you will step up to claim individual operational accountability for building, defining, and scaling Sprinto’s mid-market customer success motion from the ground up. Shifting completely away from passive relationship-management or operating within a fully pre-built playbook, you will act as a structural CS architect—designing the operating rhythm while managing accounts aiming to meet serious compliance and trust goals. This position requires a B2B SaaS veteran with 7–9 years of professional history who manages multi-stakeholder enterprise accounts fluidly, tracks complex Net Retention Rate (NRR) milestones smoothly, and translates deep technical product usage into actionable executive expansion triggers.

Key Responsibilities

• Mid-Market CS Motion Architecture: Build, define, and scale the foundational strategies for how Sprinto onboards, engages, reviews, retains, and expands its mid-market customer base natively utilizing Customer Support methodologies.
• Adoption and Account Health Governance: Monitor product usage metrics, audit progress, and support patterns to proactively identify risk before the renewal month, constructing automated health scoring criteria to measure structural account strength.
• Commercial Retention and Expansion Execution: Own Gross Retention Rate (GRR) and Net Retention Rate (NRR) outcomes, surfacing early expansion opportunities and building robust value cases that prove Sprinto’s business impact (reducing risk and unblocking revenue).
• Complex Multi-Stakeholder Orchestration: Navigate and manage intricate stakeholder maps, tailoring Sprinto’s compliance value proposition distinctly across security leaders, compliance teams, engineering directors, procurement officers, and executive founders.
• Operating Rhythm and Lifecycle Translation: Bring absolute structure to the account lifecycle, defining onboarding milestones, formulating Quarterly Business Review (QBR) rhythms, establishing escalation paths, and optimizing Sales-to-CS handoffs natively leveraging Technical Support frameworks.
• Team Mentorship and Practice Elevation: Operate as a lead-level player-coach, sharing proven playbooks, coaching peer CSMs, refining internal team rituals, and equipping newer CSMs to conduct deeply evidence-led customer conversations.

Required Skills & Qualifications

• 7–9 years of verified professional history running advanced B2B SaaS customer success, enterprise account management, commercial retention strategy, or GRC software implementation consulting.
• Deep, authoritative technical command of customer lifecycle mechanics, including building onboarding playbooks, health score matrices, QBR frameworks, and risk-review processes from scratch.
• Expert-tier background managing and owning a dedicated book of mid-market or enterprise customers, ideally possessing experience managing high-value accounts with Annual Contract Values (ACVs) in the $50K–$150K range.
• Demonstrated commercial accountability for strict retention metrics (GRR, NRR, renewals, and expansion limits)—proving capability far beyond standard CSAT or basic relationship management tasks.
• Practical operational familiarity engaging directly with multi-stakeholder technical accounts, specifically showing confidence when discussing security, IT architecture, compliance rules, and procurement lifecycles.
• Outstanding written and verbal communication mechanics in business-fluent English, enabling uncompromised clarity and precision when advising demanding U.S. and global enterprise customers directly from India.
• Location Context: Position open exclusively to qualified Customer Success executives based permanently and resident within **India** to work under a 100% remote-first policy layout.

Preferred Strategic Indicators (Nice to Have)

• Prior commercial customer success history operating explicitly within a cybersecurity platform, compliance automation (GRC) startup, enterprise cloud infrastructure provider, or heavily regulated FinTech environment.
• Direct hands-on experience scaling a Customer Success department during a hyper-growth phase where the operational motion was actively being built rather than fully mature.
• Familiarity with data-driven customer health platforms (such as Gainsight or Totango) and CRMs (Salesforce) to map complex product telemetry to account health statuses.
• An outcome-driven personal philosophy rooted in high autonomy, an eager drive to uncover the “why” behind customer friction, and a passion for turning complex compliance requirements into streamlined commercial success.

What We Offer

• Experience-Calibrated Indian Salaried Blueprint: A highly competitive full-time baseline salary package tailored precisely to evaluate your mid-market CS authority, multi-stakeholder management craft, and motion-building velocity.
• The exceptional professional canvas to directly direct, shape, and code-engineer the success playbooks and retention architectures power-routing growth for a leading AI-native GRC platform.
• Profound work-from-home remote parameters offering a strict **Remote-First Policy**, complete scheduling trust over a 5-day work week with flexible hours, and zero physical geographic office commuting friction.
• Immediate baseline access to premium lifestyle protections, featuring comprehensive **Group Medical Insurance** (inclusive of parents, spouse, and children), Group Accident Cover, and Group Term Life Insurance.
• Generous professional enablement tools, providing a company-sponsored corporate laptop setup and a dedicated Education Reimbursement Policy to foster your continuous lifelong learning.