Lead Customer Success Manager, Mid-Market

Sprinto is an Autonomous Trust Platform that centralizes trust requirements across security frameworks, vendors, and customers. Sprinto autonomously executes tasks needed to maintain trust across compliance, audits, risk management, vendor risk, privacy, and AI governance, enabling organizations to maintain a strong, reliable trust posture without draining operational bandwidth and resources on repetitive tasks. Backed by top-tier investors such as Accel, Elevation, and Blume Ventures, we’ve raised$31.8M in funding to fuel our mission. Trusted by over 3,000 organizations across 75 countries, Sprinto helps organizations stay audit-ready, manage real-time risks, and scale fearlessly. With 300+ native integrations and AI-driven automation, Sprinto supports 200+ global security standards natively, including SOC 2, ISO 27001, GDPR, HIPAA, PCI-DSS, and more. Sprinto's extensible architecture enables organizations to build and support an infinite number of custom integrations and frameworks. Founded in 2020 by second-time founders Girish Redekar and Raghuveer Kancherla, Sprinto powers compliance for organizations like Whatfix, Encora, Anaconda, Whatnot, Ultrahuman, WeWork, Everstage, AI Foundation, HackerRank, and many more.   Sprint With Sprinters At Sprinto, your work has purpose — and your life has space. We are a workplace where you’re empowered to execute on your most ambitious ideas and deliver your best output in a fast-paced, innovative, and supportive environment.   Joining Sprinto means you will never run alone; you will always have the freedom to take your shot and the support to go farther than you imagined. Role Summary

We are looking for a Lead Customer Success Manager to help build and scale Sprinto’s mid-market customer success motion.

This is not a relationship-only CSM role. And it is not a role where the playbook is already fully built. The right person can run accounts well and help design the operating rhythm as we scale.

You will work with customers using Sprinto to meet serious compliance, audit, and trust goals. Their stakeholders may include security leaders, compliance teams, engineering leaders, procurement, finance, and founders. Your job is to help them get value quickly, reduce renewal risk early, and grow the account through stronger adoption and clear business outcomes.

What This Person Must Solve

Sprinto needs a Lead CSM who can build discipline into the mid-market customer journey: onboarding milestones, account health, renewal-risk tracking, QBRs, expansion triggers, and evidence-led customer conversations.

The role is for someone who has operated in B2B SaaS customer success, owned retention or NRR outcomes, managed mid-market or enterprise accounts, and can think beyond account management into CS motion-building.

What you'll own

Build the mid-market CS motion

Help define how Sprinto should onboard, engage, review, retain, and expand mid-market customers. You will contribute to health scoring, QBR rhythm, renewal-risk tracking, adoption playbooks, and expansion triggers.

Own adoption and customer health

Use product usage, audit progress, stakeholder engagement, support patterns, and customer context to understand account health. Your job is to identify risk before renewal month, not after.

Drive retention and expansion

Own renewal outcomes, surface expansion opportunities, and build value cases that help customers see the business impact of Sprinto: time saved, risk reduced, audit readiness improved, and revenue unblocked.

Manage complex stakeholders

Work with security, compliance, engineering, finance, procurement, and executive stakeholders. You should be able to translate Sprinto’s value differently for each audience.

Turn customer signal into operating rhythm

Bring structure to how we run accounts: onboarding milestones, QBRs, risk reviews, customer plans, escalation paths, and handoffs from Sales to CS.

Mentor and raise the bar

As a lead-level CSM, you will share playbooks, coach peers, improve team rituals, and help newer CSMs operate with stronger account evidence.

What We’re Looking For

7–9 years of total experience, with strong experience in B2B SaaS customer success.

Experience owning a book of mid-market or enterprise customers, ideally with ACVs in the $50K–$150K range.

Accountability for retention, GRR, NRR, renewals, or expansion. This cannot be only a CSAT or relationship-management role.

Experience with multi-stakeholder accounts involving security, compliance, engineering, IT, finance, procurement, or executive buyers.

Evidence of building or improving CS mechanisms: onboarding playbooks, health scores, QBR frameworks, renewal-risk reviews, account plans, escalation processes, or Sales-to-CS handoffs.

Comfort with technical SaaS conversations. Deep technical expertise is not mandatory, but confidence with security, compliance, or engineering stakeholders is important.

Clear written and verbal communication with US or global customers from India.

Comfort in a role where the motion is still being built. The person should not need a mature CS machine around them to be effective.

Benefits

Remote-first policy

5 days working with flexible hours

Group medical insurance (including parents, spouse, and children)

Group accident cover

Group term life insurance

Company-sponsored laptop

Education reimbursement policy