Customer Success Manager

2 Months ago • All levels
Customer Service

Job Description

The Customer Success Manager at SailPoint is responsible for ensuring customers derive maximum value from SailPoint products and services, fostering customer loyalty and lifetime value. This role involves building and managing long-term business relationships with assigned client accounts, acting as a customer advocate and business consultant. The primary focus is on client satisfaction, not sales. Responsibilities include managing client relationships, providing expert advice on identity management and compliance solutions, monitoring account health, reporting on client performance to senior management, identifying opportunities for expanded product usage, and ensuring maintenance contract renewals. The role requires strong customer-facing skills, consulting abilities, and the capacity to communicate technical details effectively to both technical and non-technical audiences.
Good To Have:
  • Technical degree or Master's degree
  • In-depth understanding of IdentityIQ
Must Have:
  • Bachelor's degree or equivalent experience
  • Strong customer-facing and executive presence
  • Excellent writing and phone skills
  • Strong consulting and analytical skills
  • Ability to communicate technical details clearly
  • Effective problem-solving and expectation management
  • Highly organized with prioritization skills
  • Ability to build trusting relationships
  • Proactive issue resolution and ownership
  • Self-motivated with a strong work ethic
Perks:
  • Opportunity to work with leading identity management solutions
  • Focus on customer success and relationship building

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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.

Responsibilities:

  • 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 equivalent work experience (technical degree or masters degree a plus)

  • Strong customer facing skills (executive presence, writing skills, phone skills).  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

Travel:

  • Estimated from 10% to 25%

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 applicationassistance@sailpoint.com 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.

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