Regional Customer Success Leader - Outcomes & Retention

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

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.