Customer Success Manager

SailPoint Technologies Holdings, Inc.; Austin (TX); On-site; USD 76,000 - 129,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Paid holidays

Parental leave

Life insurance

EAP

Career development resources

Job summary

The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services, so the business gets maximum lifetime value and loyalty from the customer. The Customer Success Manager is responsible for overall client satisfaction and referenceability, building and managing long-term business relationships between SailPoint and assigned client accounts.

This role serves as a customer advocate and business consultant for multiple accounts by

Qualifications

• Bachelor’s degree or equivalent work experience.
• Strong customer facing skills, executive presence.
• Professional demeanor with strong consulting skills.
• Ability to gather and analyze information and produce insights.
• Ability to communicate technical details to a non-technical audience.
• Ability to foster credibility with a technical audience.
• Ability to set and communicate expectations; resolve problems.
• Highly organized and able to prioritize multiple tasks.
• Ability to build lasting relationships based on trust.
• Self-motivated, customer-centric mindset.

Responsibilities

• Manage the business relationship between SailPoint and assigned client accounts.
• Provide coaching and advice to clients on SailPoint solutions for identity management, compliance, and access requests.
• Monitor accounts for changes in usage, goals, and renewal risk across accounts.
• Provide strategic updates on clients’ performance to SailPoint senior management.
• Identify new opportunities to expand SailPoint product usage and revenue.
• Ensure maintenance contract renewal.

Skills

Executive presence

Customer-facing

Consulting

Requirements gathering

Communication to non-technical

Stakeholder management

Problem solving

Organization

Relationship building

Ownership

Education

Bachelor's degree

Technical degree

Master's degree

Tools

CRM tool

Job description

The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services, so the business gets maximum lifetime value and loyalty from the customer. The Customer Success Manager is responsible for overall client satisfaction and referenceability, building and managing long-term business relationships between SailPoint and assigned client accounts. This role serves as a customer advocate and business consultant for multiple accounts by helping our clients achieve success through the use of SailPoint’s product and services. This role is all about client satisfaction and is not a quota carrying sales position.

Description: Manage the business relationship between SailPoint and assigned client accounts; responsible for overall client satisfaction Provide coaching and advice to clients on the use of SailPoint’s solutions for identity management, compliance, role management, and access request management; develop insights into the challenges faced by client organizations and provide recommendations based on an in-depth understanding of how Identity Security Cloud solves those problems. Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could have an effect on the clients’ ongoing use and/or satisfaction with SailPoint’s products and services Provide strategic updates on clients’ performance to SailPoint Senior Management. Provide regular status updates to account teams and Sales Managers Identify new opportunities for expanding SailPoint product/service usage to maximize client success and SailPoint revenue growth Ensure maintenance contract renewal.

Requirements:

• Bachelor’s degree or equivalent work experience (technical degree or masters degree a plus)
• Strong customer facing skills (executive presence, writing skills, phone skills).
• Demonstrates a highly professional demeanor.
• Strong consulting skills.
• Ability to gather and analyze information and produce strategic insights into clients’ organizational and technical challenges.
• Ability to communicate technical details to a non-technical audience.
• Ability to foster credibility with a technical audience.
• Ability to set and communicate expectations; skill in mediating and resolving problems.
• Must be highly organized and able to prioritize and process a number of tasks concurrently.
• Ability to build lasting relationships based on trust.
• Takes ownership of customer issues and drives to resolution.
• Self-motivated, strong work ethic, creative, customer-centric personality.

The Path to Success

30 Day Milestones

Upon completing SailPoint specific trainings, understanding the SailPoint products, core value, features, and use cases Demonstrate proficiency in SailPoint’s CRM tool, and articulating the value of Success Plans in delivering customer results. Stakeholder Mapping: After meeting with key stakeholders (cross-functional and within the Customer Success Department), create and present a stakeholder map to demonstrate your understanding of how to maximize partnerships and collaboration workflows, including defining each member's role and responsibilities within accounts.

60 Day Milestones

Opportunity Identification: Identify adoption and expansion opportunities in 1–2 accounts using data-driven insights and present a mock QBR use case to leadership. Account Prioritization: Demonstrate customer prioritization by categorizing your assigned accounts based on their needs, health score, and product maturity, then devise a tailored cadence of touchpoints based on this prioritization. Portfolio Analysis: Complete a thorough account review for 5 accounts using Gainsight data to demonstrate an understanding of success plans for key accounts, analyzing customer health and churn risk.

90 Day Milestones

Sales Alignment: Identify and draft a plan of how to engage with Sales for an example of upsell, cross-sell, and expansion within one key existing account, along with expected close dates and a plan to translate that into a qualified lead. Risk Sensing: Be fully able to identify renewal and forecasting risks across your book of business. Strategic Courage: Demonstrate courage by asking uncomfortable, difficult, or "big" questions to both internal teams and customers to drive progress. Travel: Estimated from 10% to 25%

Benefits and Compensation

• 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: 401(k) Savings and Investment Plan with company matching
• Time off benefits: Flexible vacation policy
• Holidays: 8 paid holidays annually
• Sick leave
• Parental support: 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

SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-max, USD): $76,400 - $128,856.00 Base salaries for employees based in other locations are competitive for the employee’s home location.

SailPoint is an equal opportunity employer and we welcome all qualified candidates to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.

SailPoint (Nasdaq: SAIL) is defining the new era of adaptive identity security. In a world where non-human identities now significantly outnumber humans, our AI-powered platform unifies identity, security, and data intelligence to protect today’s enterprise from advanced identity-based threats. We deliver the identity solution that spans both the breadth of identities and the depth of context needed to drive real-time access with confidence. Built on principles like zero-standing privilege and contextualized risk, our SailPoint platform transforms identity from a point of vulnerability into a powerful security advantage. Trusted by many of the world’s leading organizations, SailPoint secures the enterprise with intelligent, autonomous identity security. The employment policy of SailPoint is to provide equal opportunity to all persons, and it is SailPoint’s policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities. It is SailPoint’s policy to recruit, hire, train and promote qualified individuals in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, national origin, sex, military and/or veteran status, disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements. SailPoint does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986. Employees and applicants shall not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in or may engage in any of the following activities: Filing a complaint; Assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of the affirmative action provisions of Section 503, VEVRAA, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; Opposing any act or practice made unlawful by Section 503, VEVRAA, or their implementing regulations in this part, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; or Exercising any other right protected by section 503, VEVRAA or their implementing regulations. SailPoint will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified employee or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business. SailPoint’s affirmative action program contains an audit and reporting system which enables us to measure the effectiveness of our program, indicate any need for remedial action, determine the degree to which our objectives have been attained, determine whether protected veterans and individuals with disabilities had had the opportunity to participate in company-sponsored activities, measure our compliance with the program’s specific obligations, and document actions taken to comply with these obligations.