Sprinklr, Inc. (CXM): History, Ownership, Mission, How It Works & Makes Money

When you look at the customer experience (CX) landscape, how does a company like Sprinklr, Inc. (CXM) manage to unify a fragmented digital world for the world's biggest brands?

The answer lies in its AI-native Unified-CXM platform, a strategy that helped drive its fiscal year 2025 total revenue to approximately $796.4 million and grow its base of customers spending over $1 million annually by 18% to 149 accounts. This isn't just a social media tool anymore; it's an enterprise-grade engine for making customers happier, a mission that keeps it relevant to over 60% of the Fortune 100.

We'll unpack the history of its shift from a social media manager to a full-stack CX leader, detail the ownership structure, and trace exactly how this platform works and makes money-plus, we'll look at why its subscription revenue of $717.9 million is the defintely the number to watch.

Sprinklr, Inc. (CXM) History

If you're looking at Sprinklr, Inc. (CXM) today, you see a public company focused on Unified Customer Experience Management (Unified-CXM) and AI. But its origin story is a classic example of a founder identifying a critical, fragmented problem and building a single-platform solution. The company was born not out of a massive venture capital push, but from a clear vision to unify a brand's customer-facing functions.

Given Company's Founding Timeline

Year established

Sprinklr was established in 2009, a pivotal time when social media was moving from a consumer novelty to a critical, but unmanaged, enterprise channel.

Original location

The company started in New York City, initially operating out of founder Ragy Thomas's home basement.

Founding team members

The company was founded by Ragy Thomas, a technology marketing executive. He is defintely the driving force, having served as the CEO for many years before transitioning to a different leadership role.

Initial capital/funding

The initial capital for Sprinklr was a modest $500,000, which Ragy Thomas personally funded to get the servers running and the platform off the ground.

Given Company's Evolution Milestones

Given Company's Transformative Moments

The company's history isn't just a string of funding rounds; it's defined by two major, transformative decisions that fundamentally changed its trajectory. The first was the shift from being a social media tool to a full-stack Customer Experience Management (CXM) platform in 2017. This move was about recognizing that a brand's social team, customer service, and marketing should all operate from a single, unified view of the customer. Mission Statement, Vision, & Core Values of Sprinklr, Inc. (CXM).

The second major transformation is happening right now, driven by the push to be an 'AI-native' platform. This isn't just bolting on AI; it's embedding it into the core architecture to handle unstructured data at scale. This strategy is paying off in efficiency and scale, as evidenced by the fiscal year 2025 results. The company reported annual revenue of $796.39 million for the fiscal year ending January 31, 2025. That's a strong signal the market is buying into the Unified-CXM vision.

Under the current leadership, the company is undergoing a multi-phase transformation to improve execution and drive durable, efficient growth. Here's the quick math on recent performance and focus:

• Fiscal Year 2025 GAAP Operating Income reached $24.0 million.
• Diluted GAAP Net Income Per Share for FY 2025 was $0.44.
• The focus is on 'business optimization' (taking out cost, improving execution) and moving into a 'transition phase' to burn in those changes.
• New AI products like Sprinklr Copilot and Sprinklr AI Agents, announced in September 2025, are designed to deliver real-time, conversational assistance, cementing the AI-first approach.

The goal is clear: leverage the AI-native platform to un-silo customer-facing teams and make customers happier. That's a business model that works.

Sprinklr, Inc. (CXM) Ownership Structure

Sprinklr, Inc. operates as a publicly traded company on the New York Stock Exchange (NYSE) under the ticker symbol CXM, having completed its Initial Public Offering (IPO) in June 2021. The ownership structure is characterized by a high degree of control held by insiders, primarily the founder and pre-IPO investors, which is a common feature in high-growth technology companies that maintain dual-class stock structures to protect founder vision.

As of November 2025, company insiders, including the founder, executives, and directors, own a significant stake, totaling approximately 60.53% of the company's stock. This concentration means that strategic and governance decisions are heavily influenced by a relatively small group of long-term stakeholders. Honestly, that level of insider control is a key factor to watch; it's defintely a double-edged sword for governance.

Sprinklr, Inc.'s Current Status

Sprinklr is a public company, trading on the NYSE. Its status changed from a privately held, venture-backed unicorn to a public entity on June 23, 2021, pricing its IPO at $16.00 per share. The company's governance is guided by a Board of Directors that includes a mix of company executives, venture capital partners, and independent directors, ensuring a balance between operational leadership and external oversight. To understand the foundational philosophy driving this board, you should review the Mission Statement, Vision, & Core Values of Sprinklr, Inc. (CXM).

Sprinklr, Inc.'s Ownership Breakdown

Institutional investors collectively hold a substantial portion of the company, with total institutional ownership sitting at about 40.19% of the stock as of November 2025. The table below details the largest specific shareholders, providing a clear map of who holds the most influence over the company's capital structure and long-term strategy.

Sprinklr, Inc.'s Leadership

The company is steered by a seasoned executive team, many of whom have been brought in recently to navigate the challenges and opportunities of being a public, scaled enterprise. This is a management team focused on operational discipline and product expansion.

• Rory Read: President, Chief Executive Officer, and Director (since November 2024).
• Ragy Thomas: Founder and Chairman of the Board.
• Anthony Coletta: Chief Financial Officer (appointed October 2025), bringing fresh financial leadership.
• Karthik Suri: Chief Product and Corporate Strategy Officer (appointed October 2025), a critical role focused on the Unified-CXM platform's future.
• Joy Corso: Chief Administrative Officer (since January 2025).
• Scott Millard: Chief Revenue Officer (appointed September 2025).

The recent executive appointments in late 2024 and 2025-including the CEO, CFO, and CPO-show a clear push to solidify the leadership bench for the next phase of growth. This management refresh is a strong signal of a focus on execution and scale, which is what you want to see post-IPO.

Sprinklr, Inc. (CXM) Mission and Values

Sprinklr, Inc.'s core purpose transcends simply selling software; it's a mission to fundamentally improve how organizations interact with their customers, aiming to 'Enable every organization on the planet to make their customers happier.' This human-centric goal is backed by a corporate culture focused on customer obsession, which is defintely a smart play when your subscription revenue hit $717.9 million in fiscal year 2025.

Sprinklr, Inc.'s Core Purpose

The company's DNA is built around the idea that customer experience management (CXM) is the single most important strategic differentiator today. This isn't just about social media anymore; it's about unifying every customer-facing team-from marketing to customer service-on one AI-native platform. This focus is what drives their impressive customer base, including over 149 customers generating more than $1 million in Net Annual Recurring Revenue in Q4 fiscal year 2025.

Official mission statement

The mission statement is clear, ambitious, and globally focused, mapping directly to the value proposition of their unified platform. It's a simple promise: make customers happier, everywhere.

• Enable every organization on the planet to make their customers happier.

Vision statement

The vision is about market leadership and cultural aspiration. It sets a high bar, not just for financial performance-though a GAAP operating income of $24.0 million for fiscal year 2025 shows they are executing-but for being genuinely loved by their enterprise clients.

• To be the world's most loved enterprise software company, ever.
• To be the unified customer experience management (Unified-CXM) platform for all customer-facing functions.

The second part of that vision is the action plan: unifying the entire customer journey. This is where the rubber meets the road. For more detail on how this translates into strategy, check out Mission Statement, Vision, & Core Values of Sprinklr, Inc. (CXM).

Sprinklr, Inc. slogan/tagline

The company uses its tagline to position itself as the definitive solution for the world's largest and most respected brands, emphasizing both the platform's comprehensive nature and its AI-first approach.

• The definitive AI-native platform for extraordinary customer experiences.
• The unified customer experience management (CXM) platform for the world's most loved brands.

Their 'Sprinklr Way' core values guide how they execute on this vision, emphasizing collaboration, transparent decision-making (Debate, Decide and Align), and a deep-seated Customer Obsession. It's a culture built to handle the complexity of managing customer interactions across 30+ digital channels.

Sprinklr, Inc. (CXM) How It Works

Sprinklr, Inc. (CXM) operates as the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), consolidating all customer-facing functions-from marketing to customer service-into a single cloud-based system. This platform helps large enterprises listen to, learn from, and engage with customers across over 30 digital channels to deliver personalized, efficient experiences at scale.

Given Company's Product/Service Portfolio

Given Company's Operational Framework

Sprinklr's operational framework is built on a Software-as-a-Service (SaaS) model, where the core value is the unification of historically siloed customer data and workflows. For the fiscal year 2025, the company generated $717.9 million in Subscription Revenue, demonstrating the stability of this model.

The company's operations create value by following a clear process: data ingestion, AI-powered analysis, and cross-functional action. Here's the quick math: managing customer experience across dozens of channels is impossible without machine speed, so AI is embedded at every step.

• Data Integration: Consolidate customer data from over 30 modern channels-social media, messaging apps, email, and voice-into a single customer profile.
• AI-Native Processing: A proprietary AI engine analyzes the massive volume of unstructured data in real-time, identifying sentiment, intent, and emerging trends to provide actionable insights.
• Unified Workflow: Route customer interactions to the correct team (e.g., a social media complaint to the Service team) and provide agents with a 360-degree view of the customer history, eliminating internal silos.
• Professional Services: Supplement the SaaS platform with implementation, training, and consulting services to ensure large enterprises-including the more than 1,900 global enterprises they serve-can realize the platform's full value.

You can see how this all connects and impacts the bottom line by checking out Breaking Down Sprinklr, Inc. (CXM) Financial Health: Key Insights for Investors.

Given Company's Strategic Advantages

The company's primary advantage is its 'Unified-CXM' architecture, which is a big deal because it's a single platform for all customer-facing functions, unlike competitors who often require stitching together multiple point solutions. This unification is what drives their success with 60% of the Fortune 100.

• AI-First Foundation: The platform was built from the ground up to handle massive volumes of unstructured social data, giving it a defintely stronger, more mature AI backbone than legacy systems.
• Disruptive CCaaS Offering: Sprinklr Service, their Contact Center as a Service solution, is gaining traction against entrenched competitors because it is AI-native and highly differentiated, winning large deals like a 10,000-seat contract with a major company.
• Generative AI Innovation: The launch of the Sprinklr Digital Twin is a key near-term opportunity, aiming to use Generative AI to mirror and amplify the capabilities of human customer-facing teams, driving radical productivity gains.
• Enterprise Scale and Customer Base: The company boasts 149 customers contributing over $1 million in annual subscription revenue, a strong indicator of deep enterprise adoption and high switching costs.

Sprinklr, Inc. (CXM) How It Makes Money

Sprinklr, Inc. makes money primarily by selling annual or multi-year subscriptions to its unified customer experience management (Unified-CXM) cloud platform, which is a classic Software-as-a-Service (SaaS) model. This recurring revenue stream provides the financial stability you look for in enterprise software, but the company also earns a smaller, yet growing, amount from professional services to help its large clients deploy and customize the complex platform.

The core business is selling access to its AI-native platform across four main product suites: Sprinklr Service, Sprinklr Social, Sprinklr Insights, and Sprinklr Marketing. It's a land-and-expand strategy, meaning they get a large enterprise client on one suite and then sell them additional suites over time. You can read more about what drives this platform expansion in the Mission Statement, Vision, & Core Values of Sprinklr, Inc. (CXM).

Sprinklr, Inc.'s Revenue Breakdown

For the full fiscal year 2025, which ended on January 31, 2025, Sprinklr generated a total revenue of $796.4 million. The vast majority of this comes from subscriptions, which is a healthy sign for a software company. Here's the quick math on the two revenue streams:

Business Economics

The economics of Sprinklr's business model are centered on high gross margins from its software and a strong focus on expanding its relationship with its largest customers. The subscription model is sticky and highly profitable once the customer is onboarded.

• Subscription Gross Margin: The non-GAAP subscription gross margin for Q4 FY 2025 was high at 79%, which is defintely a key indicator of the profitability of their core software product.
• Net Dollar Expansion Rate (NDER): This metric, which measures how much more existing customers spent compared to the prior year, was a healthy 107% for the subscription revenue base in Q3 FY 2025. An NDER over 100% means current customers are spending more, primarily by adopting additional product suites or increasing usage.
• Customer Concentration: The company's strategy, dubbed Project Bearhug, targets its top enterprise clients, which account for about 90% of its revenue. This is a high-reward, high-risk model; securing a deal with a Fortune 100 company is massive, but losing one is painful.
• Pricing Strategy: Sprinklr sells its platform through four core product suites, often priced based on usage, seats (users), and the number of channels managed. This modular approach allows for the 'land and expand' motion, starting with one suite and upselling the others over time, especially their AI-powered solutions like Sprinklr Copilot.

Sprinklr, Inc.'s Financial Performance

Looking at the full fiscal year 2025 results, the company is prioritizing profitability and efficiency, a shift that is common for maturing SaaS businesses. The focus is on driving margin expansion while managing a moderate growth rate.

• Full-Year Revenue: Total revenue for FY 2025 reached $796.4 million, representing a solid 9% year-over-year growth. Subscription revenue was $717.9 million, growing at 7% year-over-year.
• Customer Value: Sprinklr ended FY 2025 with 149 customers contributing $1 million or more in annual subscription revenue, an 18% increase year-over-year. This proves their ability to close and grow massive enterprise deals.
• Profitability (Non-GAAP): The full-year non-GAAP operating income was $84.8 million, resulting in an 11% non-GAAP operating margin. This is a clear move toward profitability, even as revenue growth has moderated.
• Balance Sheet Strength: The company maintains a strong financial position, ending FY 2025 with $483.5 million in cash, cash equivalents, and marketable securities, and importantly, zero debt. This cash pile gives them flexibility for strategic investments, including potential acquisitions.
• Future Revenue Visibility: Total Remaining Performance Obligations (RPO), which is the total value of non-cancelable future revenue under contract, stood at $987.7 million at the end of FY 2025. This provides strong visibility into future revenue, which is a key comfort for investors.

Sprinklr, Inc. (CXM) Market Position & Future Outlook

Sprinklr, Inc. (CXM) is currently positioned as a critical, AI-native platform for global enterprises seeking to unify their entire customer experience management (Unified-CXM). The company is in a pivotal transition phase, moving to capture the massive Contact Center as a Service (CCaaS) market by leveraging its unique ability to integrate social, marketing, service, and insights into one console.

This strategy aims to drive double-digit growth, building on its fiscal year 2025 (FY 2025) total revenue of $796.4 million, and it's defintely a high-stakes play against larger, more established players like Salesforce and Zendesk.

Competitive Landscape

In the broader Customer Experience Management (CXM) space, Sprinklr's market share reflects its focus on the high-end enterprise segment, where it competes not just with unified platforms but also with best-of-breed point solutions.

Opportunities & Challenges

The near-term trajectory for Sprinklr hinges on its AI adoption and CCaaS expansion, but still faces headwinds from a cautious enterprise spending environment.

Industry Position

Sprinklr holds a strong position as a specialist for the world's largest companies, with approximately 60% of the Fortune 100 using its platform as of FY 2025. That's a huge concentration of revenue, so client retention is critical.

The company's core differentiator is its single codebase, AI-native architecture, which is a significant advantage over competitors that often rely on a patchwork of acquired, siloed products. This unified approach is what delivers the $121.6 million in net income reported for FY 2025, largely driven by operational efficiencies and a one-time tax benefit.

• AI-First Advantage: The platform processes over 10 billion predictions daily, enabling real-time sentiment analysis and automated routing.
• Enterprise Focus: The 'Project Bearhug' initiative targets the top 700 customers who generate about 90% of the company's revenue to stabilize account health and drive expansion.
• CCaaS Disruption: Securing large Contact Center as a Service deals, like the one with Deutsche Telekom to migrate 41,000 agents, validates the platform's enterprise-grade scalability and AI capabilities.

For a deeper dive into the numbers behind this strategy, check out Breaking Down Sprinklr, Inc. (CXM) Financial Health: Key Insights for Investors. Finance: Track CCaaS deal velocity and churn rate among the top 700 accounts quarterly.