Manager, Customer Success Management

Job Description Roles & Responsibilities The Role 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. To excel, the position requires a person: 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 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 Responsibilities: 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): Preferred: 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"). Must Haves: 5 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. Proven ability to communicate technical details to a non-technical audience while fostering credibility with technical teams. Excellent problem-solving, mediation, and relationship-building skills. Nice to Haves: Desired Candidate Profile Must Haves: 5 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. Proven ability to communicate technical details to a non-technical audience while fostering credibility with technical teams. Excellent problem-solving, mediation, and relationship-building skills. Nice to Haves: Experience or domain knowledge in Cyber Security, Identity Security, or Identity Governance and Administration (IGA). Company Industry IT - Software Services Department / Functional Area HelpdeskCustomer ServiceTelecalling Keywords ManagerCustomer Success Management Get real-time job updates only on our App