Manager of Customer Success Management

• The SailPoint Customer Success team champions helping our customers get maximum value out of their Identity Security investments
• We ensure our customers achieve rapid time-to-value, helping our business secure long-term loyalty and maximize lifetime value
• As the Manager, Customer Success, you will lead, scale, and inspire a regional team of Customer Success Managers (CSMs)
• You are directly accountable for regional customer retention, satisfaction, and the operational excellence of your team
• This role is a critical link between SailPoint’s cross-functional departments, ensuring our team is equipped to drive program progression, secure verified customer outcomes, and optimize health metrics
• This is a high-impact leadership role focused entirely on value delivery and KPI attainment, and is not a quota-carrying sales position
• Drive regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) by ensuring your team systematically delivers and verifies business outcomes for our customers
• Coach, mentor, and upskill regional CSMs to achieve 100% target attainment across key performance metrics, managing regional capacity, onboarding, and talent retention
• Serve as the regional escalation point, partnering with CSMs to architect action plans for at-risk accounts, ensuring swift path-to-resolution on critical field issues
• Own regional reporting and forecasting accuracy for account health, program progression, customer sentiment, and risk indicators to drive executive visibility
• Cultivate strategic relationships with executive stakeholders within key accounts to accelerate their Identity Security maturity journey and secure renewal predictability
• Act as a strategic conduit, translating customer objectives into actionable insights for various internal stakeholders
• The Path to Success (Milestones):
• 1-Month Milestones (The "Learning" Phase):
• Complete corporate onboarding and role-based GTM training to develop a solid understanding of SailPoint’s identity governance solutions and business philosophy
• Conduct detailed analysis of the current status within your reporting structure, specifically evaluating People, Process, Cadence, and Structure
• Arrange introductory meetings and begin building relationships with key members of your leadership, EMEA counterparts, and supporting teams outside of your immediate structure
• Shadow customer calls and team review sessions with your CSMs to familiarize yourself with account statuses and the regional customer base
• 2-Month Milestones (The "Connecting" Phase):
• Solidify your 1:1 cadence and communication flows with your reporting CSM team
• Establish regular syncs with key stakeholders in Sales and Professional Services to align on strategic accounts
• Begin managing regional customer escalations and supporting team members in driving issues to resolution independently
• Partner with Talent Acquisition to identify candidates for any open roles and implement sourcing and pipeline strategies
• 3-Month Milestones (The "Contribution" Phase):
• Develop a comprehensive regional business plan, broken down by milestones and key actions required to attain customer health, retention, and campaign goals
• Present this strategic business plan to gain the support of your leadership and the EMEA Leadership Team
• Ensure that your team is fully aligned on the "outcome-based delivery" framework, tracking clear business outcomes in client reviews
• Take full ownership of team performance metrics, reporting weekly customer health and status updates to senior management
• 6-Month Milestones (The "Performance" Phase):
• Show measurable improvements in regional customer health, account retention rates, and reference-ability
• Successfully adjust and refine regional team processes, cadences, and structures to optimize operational efficiency and cross-team collaboration
• Deliver consistently against regional retention and campaign targets
• Ensure deep cross-functional collaboration is in place with the Sales and Partner teams to support compliance and governance campaigns

Benefits

• Health and wellness coverage: Medical, dental, and vision insurance
• Disability coverage: Short-term and long-term disability
• Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
• Additional life coverage options: Supplemental life insurance for employees, spouses, and children
• Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
• Financial security: 4019k) Savings and Investment Plan with company matching
• Time off benefits: Flexible vacation policy
• Holidays: 8 paid holidays annually
• Sick leave
• Parental leave: Paid parental leave
• Employee Assistance Program (EAP) and Care Counselors
• Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
• Health Savings Account (HSA) with employer contribution

• Proven ability to communicate technical details to a non-technical audience while fostering credibility with technical teams5 to 10 years of customer-facing experience (such as Customer Success, Account Management, or Consulting) in a SaaS or enterprise software environment
• Demonstrable experience in people leadership, mentoring, or coaching high-performing client-facing teams
• Strong customer interaction skills, including professional writing, phone skills, and outstanding executive presence
• Excellent problem-solving, mediation, and relationship-building skills
• Bachelor’s degree or global equivalent experience. (We highly value candidates who have worked their way up and proven their capability through dedication and results—the "hard yards")
• Experience or domain knowledge in Cyber Security, Identity Security, or Identity Governance and Administration (IGA)
• To excel, the position requires a person:
• Who can think critically and strategically, shifting conversations from reactive issue resolution to proactive problem-solving and business outcome delivery through technology
• Who will build lasting, trust-based relationships both externally with key customer advocates and internally with cross-functional SailPoint teams
• Who demonstrates outstanding communication skills and executive presence, with the ability to foster strong credibility with both highly technical audiences and business executives
• Who is exceptionally organized and capable of prioritizing and managing a number of complex regional tasks and strategic portfolios concurrently
• Who is an empathetic, inspiring leader and coach who is committed to helping Customer Success Managers grow, succeed, and maintain high morale and camaraderie

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