Manager of Customer Success Management

Join SailPoint, a leader in Identity Security. As the Manager of Customer Success, you will lead a regional team of Customer Success Managers, driving customer retention, satisfaction, and operational excellence. This high-impact leadership role focuses on value delivery and KPI attainment, with no sales quota. You will coach and mentor your team, manage regional escalations, and cultivate strategic relationships with key accounts.

• Lead, scale, and inspire a regional team of Customer Success Managers (CSMs) to achieve customer retention and satisfaction.
• Drive regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) by ensuring systematic delivery and verification of business outcomes for customers.
• Develop a comprehensive regional business plan, broken down by milestones and key actions required to attain customer health, retention, and campaign goals.
• Demonstrable experience in people leadership, mentoring, or coaching high-performing client-facing teams
• Excellent problem-solving, mediation, and relationship-building skills
• Proven ability to communicate technical details to a non-technical audience while fostering credibility with technical teams
• 5 to 10 years of customer-facing experience (such as Customer Success, Account Management, or Consulting) in a SaaS or enterprise software environment
• Strong customer interaction skills, including professional writing, phone skills, and outstanding executive presence
• Experience or domain knowledge in Cyber Security, Identity Security, or Identity Governance and Administration (IGA)
• 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")
• Who is exceptionally organized and capable of prioritizing and managing a number of complex regional tasks and strategic portfolios concurrently
• Who can think critically and strategically, shifting conversations from reactive issue resolution to proactive problem-solving and business outcome delivery through technology
• 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 an empathetic, inspiring leader and coach who is committed to helping Customer Success Managers grow, succeed, and maintain high morale and camaraderie
• Who will build lasting, trust-based relationships both externally with key customer advocates and internally with cross-functional SailPoint teams
• To excel, the position requires a person: