Manager, Customer Success Management

Overview

In this role you lead a regional Customer Success team to deliver measurable customer value, drive retention, and align cross‑functional efforts with SailPoint’s identity security mission. You shape the regional strategy, coach CSMs, and foster executive credibility with customers and internal stakeholders. You focus on proactive outcomes, not quotas, to ensure rapid value realization and renewal predictability. This is a high‑impact leadership opportunity in a culture recognized as a top employer.

Pay / Benefits

• health insurance
• retirement plan
• EAP
• leave support
• paid time off
• company‑paid holidays

Responsibilities

• Drive regional gross and net retention by ensuring outcomes are delivered and verified
• Coach and upskill CSMs to meet KPIs and manage regional capacity and onboarding
• Serve as regional escalation point to create action plans for at‑risk accounts
• Own regional account health reporting, forecasting, and risk indicators for executive visibility
• Cultivate executive relationships within key accounts to advance Identity Security maturity and renewals
• Act as strategic conduit translating customer objectives into actionable internal insights

Key requirements

• 5 to 10 years of customer‑facing experience in SaaS or enterprise software
• Demonstrated experience in people leadership, mentoring, or coaching
• Strong customer interaction skills, professional writing, and executive presence
• Ability to communicate technical details to non‑technical audiences and build credibility with technical teams
• Excellent problem‑solving, mediation, and relationship‑building skills

• empathetic and inspiring leadership
• strategic thinking and calm under pressure
• exceptional communication and executive presence
• SaaS/enterprise software experience
• customer success, account management, or consulting capabilities
• ability to translate customer objectives into actionable insights

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