Customer Success Manager

1 Month ago • All levels

Job Summary

Job Description

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 clients achieve success through SailPoint’s products and services. The responsibilities include managing client relationships, providing coaching and advice on SailPoint solutions, monitoring accounts, providing strategic updates, identifying new opportunities, and ensuring contract renewals. The Customer Success Manager also needs to be highly organized, prioritize tasks, build relationships, and take ownership of customer issues.
Must have:
  • Bachelor’s degree or equivalent work experience.
  • Strong customer-facing skills (executive presence, writing skills, phone skills).
  • Strong consulting skills. Ability to gather and analyze information.
  • Ability to communicate technical details to a non-technical audience.
  • Ability to set and communicate expectations and resolve problems.
  • Highly organized and able to prioritize multiple tasks.
  • 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.

Job Details

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 hr@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.

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About The Company

SailPoint is a leading provider of identity security for the modern enterprise. Enterprise security starts and ends with identities and their access, yet the ability to manage and secure identities today has moved well beyond human capacity. Using a foundation of artificial intelligence and machine learning, the SailPoint Identity Security Platform delivers the right level of access to the right identities and resources at the right time—matching the scale, velocity, and environmental needs of today’s cloud-oriented enterprise.

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