Customer Success Manager

The Customer Success Manager / Help Team Advocate is a key part of SailPoint's CSM Scale team. This individual is responsible for monitoring and responding to questions from customers, partners and internal teams using a ticketing system. This role is all about client satisfaction and is not a quota carrying sales position.
Description: • Provide guidance to (customers, partners and internal teams) related to SailPoint's products, services and internal processes.• Research a variety of product/process/services related documentation and formulate answers that offer clarity & help remove roadblocks.• Capture account updates related to the customer tickets being answered.• Own temporary account assignments for at risk clients needing additional care.• Help validate and update account renewal commitments.• Participate in campaigns to uncover account status updates and follow up on responses.• Travel: Estimated travel from 10% to 15%.
About you:• You have an authentic desire to help customers, enjoy working in a fast-paced environment, and thrive in a first come / first serve ticketing system.• You enjoy learning technical concepts and pride yourself on well crafted, written communication that simplifies the complex.• You are process driven and enjoy building and maintaining a knowledge base of frequently asked questions & answers across a wide variety of topics.• You set proper expectations; and can effectively mediate and resolve problems.• You have a strong sense of ownership and are exceptional at following through on tasks.• You are naturally motivated to improve inefficiencies and like collaborating with co-workers to build better processes.• You know how to get the job done while making work fun for yourself and your co-workers!
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.