Customer Success Manager

SailPoint is the leading Identity Governance Administration (IGA) product and the only multi-tenant SaaS solution on the market. By harnessing the power of AI and machine learning, SailPoint automates and streamlines the complexity of delivering the right access to the right identities and technology resources at the right time. Delivered at the scale our enterprise customers demand.
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 referencability, 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.
Within 1 month:
You will ramp up with training that is both self-led and guided by your manager and enablement manager on products and tools (Gainsight, Salesforce, etc.). After about 4-6 weeks, you will start interacting with about 5 customers while shadowing team members.
Within 3-4 months:
Your book of business will expand to 10-15 customers depending and you will be building relationships across functions like technical support, professional services, engineering, marketing, etc.
Within 6 months:
You will have your full book of business assigned (20-30 accounts) and hitting a strong stride.
Within 1 year:
You will have built rapport with clients and strong relationships internally while growing more independent in solving complex customer challenges.
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 IdentityIQ solves those problems. Proactively share best practices
• 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 global equivalent experience
• Strong customer facing skills (executive presence, writing skills, phone skills) and 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

Nice to have experience:

• Prefer CSM experience or similar Professional Services experience
• Prior experience with SaaS and On-premises Enterprise class Software with some technical depth strongly preferred
• Implementation and Professional Services experience preferred in cybersecurity or identity
• Prior Account Management experience in technology preferred

Travel:

• Estimated from 10% to 25%

SailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.