Manager of Customer Success Management

Sailpoint; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Health and wellness coverage: Medical,

Dental, and vision insurance

Disability coverage: Short-term and 
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Life insurance

PTO & Holidays

EAP and Care Counselors

Job summary

SailPoint is seeking a Manager, Customer Success to lead a regional team of Customer Success Managers, driving retention and value delivery. You will partner with Sales, Professional Services, and cross-functional teams to ensure outcomes and renewals across the region.

You will mentor CSMs, manage escalations, and own regional health metrics and reporting while aligning with the company’s identity security solutions and growth objectives.

Qualifications

• 5 to 10 years of customer-facing experience in SaaS or enterprise software.
• Proven people leadership, mentoring, or coaching of client-facing teams.
• Strong written and spoken communication with executive presence.
• Experience with Cyber Security, Identity Security, or Identity Governance and Administration.
• Ability to translate customer objectives into actionable internal insights.

Responsibilities

• Lead, scale, and inspire a regional team of Customer Success Managers (CSMs).
• Own regional retention, satisfaction and health metrics; ensure program progression.
• Drive regional GRR and NRR by delivering and verifying business outcomes.
• Coach regional CSMs to hit 100% target attainment and manage capacity and onboarding.
• Own regional reporting and forecasting for account health and status updates.

Skills

Customer Success leadership

Executive communication

Mentoring / coaching

Strategic relationship building

Forecasting & metrics

Cyber Security / Identity Security

SaaS / enterprise software

Problem solving

Education

Bachelorb4s degree or global equivalent

Job description

• 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