Customer Success Manager

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 listed vary based on the location of your employment and the nature of your employment with SailPoint.

As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. 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):

Base salaries for employees based in other locations are competitive for the employee’s home location.

Benefits Overview

1. Health and wellness coverage: Medical, dental, and vision insurance

2. Disability coverage: Short-term and long-term disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children

5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options

13. Health Savings Account (HSA) with employer contribution

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply 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.

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.