Sprinto is a leading platform that automates information security compliance. By raising the standard for infosec, Sprinto helps ensure compliance, supports strong operational practices, and enables businesses to grow and scale with confidence.

We’re a remote-first company with 350+ employees, serving 2,500+ customers across 75+ countries. Backed by top investors including Accel, ELEVATION, and Blume Ventures, we’ve raised $32M in funding, including our latest Series B round.

**The Role:**
We’re seeking a Director of Customer Success to lead our Large SMB segment, driving adoption, retention, and expansion at scale. This role is key to shaping how we deliver customer value, building scalable processes, and creating playbooks that support long-term growth. You’ll combine strategic leadership with hands-on execution—leading your team, coaching them, and stepping in directly when needed.

**Responsibilities:**
– Lead and grow a team of Customer Success Managers supporting Large SMB accounts across multiple geographies.
– Drive adoption and improve Time-to-Value through scalable playbooks and success routines.
– Own retention and renewal results to ensure predictable, accurate forecasting.
– Partner with Account Management to identify, qualify, and convert upsell and cross-sell opportunities.
– Work closely across functions (Sales, Product, TAM, AM, and Support) to deliver customer outcomes.
– Build customer advocacy by developing internal champions, supporting case studies, and creating referenceable customers.
– Step in as needed to support key accounts, lead EBRs, and directly support renewal and expansion conversations.

**What Success Looks Like:**
– Strong product adoption with customer outcomes tied to clear business value.
– Solid Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) across the SMB segment.
– Reliable renewals with low churn through proactive engagement.
– Consistent identification and closing of expansion opportunities.
– An engaged, high-performing CS team with strong coverage, clear capacity planning, and scalable processes.
– Clear playbooks for onboarding, adoption, renewals, and expansion.

**Requirements:**
– Hands-on leader with 12+ years of Customer Success and Account Management experience, including 5+ years in leadership roles.
– Proven experience driving adoption, retention, and growth in SMB or high-volume scaled segments.
– Track record of leading teams to exceed renewal and expansion targets.
– Builder mindset—experience creating playbooks, processes, and scalable CS motions from the ground up.
– Strong operator: data-driven, disciplined with forecasting, KPIs, and business reviews.
– Excellent communicator with executive presence, comfortable engaging champions up to C-level stakeholders.
– SaaS experience required; familiarity with GRC is a plus but not required.
– Experience with CS tools (e.g., Hubspot, Salesforce, etc.).

**Benefits:**
– Remote-first work model
– 5 working days with flexible hours
– Group medical insurance (including parents, spouse, and children)
– Group accident coverage
– Group term life insurance
– Company-provided laptop
– Education reimbursement policy