Senior Manager Customer Success

As the Senior Manager of Customer Success you will lead mentor and scale a team of Customer Success Managers (CSMs) dedicated to helping our customers achieve measurable business outcomes. You will be responsible for the overall success of your team's portfolio driving product adoption satisfaction and retention for our high-value customers. You will act as a strategic leader and coach empowering your team to serve as trusted advisors and ensuring their growth and development.

In this role you will work closely with senior leadership across Product Sales and Support to champion the voice of the customer and drive a seamless high-impact customer experience. You bring a strong track record of building and leading successful teams strategic planning and operational excellence in a fast-paced environment.

Responsibilities

Team Leadership & Development

• Lead mentor and develop a high-performing team of Customer Success Managers fostering a culture of excellence and accountability.

• Oversee your team's portfolio of strategic accounts providing guidance on success planning risk mitigation and growth strategies.

• Conduct regular coaching sessions performance reviews and career development planning to ensure the professional growth of your team members.

• Set clear team objectives and success metrics ensuring alignment with broader company goals.

Strategic & Scalable Operations

• Design implement and refine scalable processes playbooks and best practices for the Customer Success organization.

• Partner with cross-functional leaders (Sales Product Support) to ensure strategic alignment and advocate for customer needs at a leadership level.

• Act as the primary point of escalation for complex customer issues guiding your team to effective resolutions.

• Analyze team performance and customer health data to identify trends forecast retention and drive strategic initiatives.

Customer Advocacy & Impact

• Oversee the delivery of high-impact success reviews and strategic success plans across your team's portfolio.

• Synthesize feedback from your team to provide actionable insights to Product and Engineering influencing the product roadmap.

• Develop and maintain relationships with key customer stakeholders acting as an executive sponsor where needed.

Qualifications

• 8-10+ years of experience in Customer Success Account Management or a related field in SaaS or enterprise software.

• 5+ years of direct people management experience with a proven ability to lead coach and motivate a team.

• Demonstrated success in managing complex customer relationships and driving measurable results through a team.

• Exceptional communication and leadership skills with an ability to influence and align stakeholders at all levels including senior executives.

• Experience designing and scaling cross-functional processes and workflows.

• Deep expertise with CSM platforms (e.g. Salesforce Gainsight) to manage team performance and derive strategic insights.

• Strong organizational skills and a proven ability to manage competing priorities in a dynamic environment.

What Success Looks Like

• You have built a high performing engaged and motivated team of Customer Success Managers.

• Your team consistently meets and exceeds targets for customer retention satisfaction and portfolio growth.

• You are recognized by your peers and leadership as a strategic reliable and influential partner.

• You are a key driver of operational excellence having implemented scalable processes that improve the effectiveness of the entire Customer Success organization.

Travel:                     

• Estimated 20%

The anticipated salary range for this role is around $160000 USD

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-mid-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.

What We Do

At SailPoint we believe enterprise security must start with identity at the foundation. Today’s enterprise runs on a diverse workforce of not just human but also digital identities—and securing them all is critical. Through the lens of identity SailPoint empowers organizations to seamlessly manage and secure access to applications and data at speed and scale. Our unified intelligent and extensible platform delivers identity-first security helping enterprises defend against dynamic threats while driving productivity and transformation. Trusted by many of the world’s most complex organizations SailPoint secures the modern enterprise.

Why Work With Us

Together we’re redefining identity’s place in the security ecosystem. We love taking on new challenges that seem daunting to others. We hold ourselves to the highest standards and deliver upon our promises to our customers. We bring out the best in each other and we’re having a lot of fun doing it.

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