Program Manager, Customer Experience

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 4,000 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. Life as a Sprinter - Nobody succeeds at Sprinto by staying in their lane. We are organized around problems, not job titles. Sprinters take ownership beyond their role, solve hard problems, and care deeply about the impact they create. If something can be improved, fixed, or built, we don't wait for permission; we step in. Being remote means we rely less on proximity and more on trust. We write things down, communicate openly, and move quickly because great teams aren't built by sitting together, they're built by pulling in the same direction. We believe progress beats perfection, feedback is a gift, and doing the right thing matters, even when nobody is watching. And while we move with urgency, we never move alone. The mission -  The Program Manager, Customer Experience will build and scale the programs that make Sprinto's customer journey more predictable, efficient, and valuable, by identifying friction across handoffs, onboarding, implementation, adoption, support, renewal, and expansion, and 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 as a ground-level lens into customer challenges to inform scalable systems, playbooks, and improvements. This is a high-ownership IC role for someone who combines strong stakeholder management, structured execution, data fluency, and customer empathy, and can move seamlessly between delivering outcomes for individual customers and improving the overall customer experience at scale. Where you'll leave your mark?

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.

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 are good to have, but not required.

How we care for our Sprinters?

• Work wherever you are: We are 100% remote, so you get to choose if you want to work from home, a cafe, the hills, or the beach.
• Co-working, on the house: If co-working is your jam, we offer a generous annual allowance.
• We care about your learning: We are invested in seeing you grow and commit USD 1,000 annually to help you level up your skills.
• We count your spark, not your leaves: Unlimited leave so you can reset when you need to.
• Your Safety Net, Woven In: Health insurance with coverage up to INR 10 lakh for you and your family, accident protection of an additional INR 10 lakh, and life insurance worth 3x your annual salary.
• Workspace setup of your dreams: We chip in INR 35,000 to help you build a setup that works for you.

Inclusion & Diversity -

At Sprinto, talent, curiosity, and ownership matter more than where you come from. We hire people for the problems they can solve, the impact they create, and the way they help others succeed—not their background, identity, or personal circumstances. We believe the best teams are built when people with different perspectives come together around a shared ambition to build something meaningful.

We're proud to be an equal opportunity employer and are committed to creating a fair, inclusive, and accessible hiring process for everyone.