Lead Customer Success Manager

Company Overview

Sprinto is an AI-native GRC (Governance, Risk, and Compliance) platform that helps organisations manage risks, audits, vendor oversight, and continuous monitoring from a single connected platform. With a team of 350+ employees serving 3,000+ customers across 75+ countries, Sprinto combines scale with expertise to deliver trust and compliance. Backed by top-tier investors such as Accel, Elevation, and Blume Ventures, Sprinto has raised $31.8M in funding to fuel its mission. Trusted by leading organisations including Whatfix, Anaconda, Ultrahuman, WeWork, AI Foundation, and HackerRank, Sprinto supports 300+ integrations and 200+ global security standards, including SOC 2, ISO 27001, GDPR, HIPAA, and PCI-DSS.

Founded in 2020 by second-time entrepreneurs Girish Redekar and Raghuveer Kancherla, Sprinto is recognised as a Leader on G2 in Compliance Automation and has been named a LinkedIn Top Startup multiple years in a row. 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.

Job Title

Lead Customer Success Manager, Mid-Market

Remote Location

Remote - India

Job Overview

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.

Job Responsibilities

• Build the mid-market CS motion: Help define how Sprinto should onboard, engage, review, retain, and expand mid-market customers. 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. 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. 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, share playbooks, coach peers, improve team rituals, and help newer CSMs operate with stronger account evidence.
• Build CS mechanisms: Develop and improve onboarding playbooks, health scores, QBR frameworks, renewal-risk reviews, account plans, escalation processes, and Sales-to-CS handoffs.
• Drive business outcomes: Demonstrate clear business impact to customers including time saved, risk reduced, and audit readiness improved.

Requirements

• 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 (must be more than just CSAT or relationship-management)
• 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; confidence with security, compliance, or engineering stakeholders (deep technical expertise not mandatory)
• Clear written and verbal communication with US or global customers from India
• Comfort in a role where the motion is still being built; 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

How to Apply

Click the "Apply for this job" button on the job posting to submit your application. Sprinto may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.