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.
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.
Inclusion & Diversity -
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Sprinto is a leading end-to-end compliance automation platform that helps fast-growing businesses achieve and maintain information security and privacy compliance with speed and confidence. Trusted by startups, scaleups, and enterprises across industries, Sprinto streamlines frameworks like SOC 2, ISO 27001, GDPR, HIPAA, and more with automation, real-time monitoring, and seamless integrations. By eliminating manual effort, reducing audit preparation time, and ensuring continuous compliance, Sprinto empowers companies to build customer trust, close enterprise deals faster, and stay audit-ready at all times.
Key team members
Shekhar Kirani Shekhar Kirani is an Influencer
Abhaya Agarwal
Girish Redekar
Raghuveer Kancherla
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