Customer Success Manager

2 Weeks ago • 2-4 Years • $58,300 PA - $108,300 PA

Job Summary

Job Description

The Customer Success Manager is responsible for overall client satisfaction and building long-term business relationships. This role acts as a customer advocate, helping clients succeed using SailPoint's products and services, supporting US East accounts. The role involves training, customer introductions, and guiding customers towards identity objectives. Responsibilities include managing client relationships, providing advice on SailPoint solutions, and identifying opportunities for revenue growth and contract renewals. The position involves monitoring accounts, providing updates to management, and tracking customer data. The role requires strong customer facing and consulting skills. The position requires executive presence, writing skills, phone skills, strong consulting skills, and ability to communicate technical details to a non-technical audience.
Must have:
  • 2-4 years of customer facing experience
  • Strong consulting skills and ability to analyze information
  • Communicate technical details to non-technical audience
  • Highly organized and able to prioritize tasks
  • Build lasting relationships based on trust
  • Take ownership of customer issues and drive to resolution
  • Self-motivated and customer-centric personality
Perks:
  • Medical, dental, and vision insurance
  • Short-term and long-term disability coverage
  • Life insurance and Accidental Death & Dismemberment (AD&D)
  • Supplemental life insurance
  • Flexible spending accounts
  • 401(k) Savings and Investment Plan with company matching
  • Flexible vacation policy
  • 8 paid holidays annually
  • Sick leave
  • Paid parental leave
  • Employee Assistance Program (EAP) and Care Counselors
  • Voluntary benefits
  • Health Savings Account (HSA) with employer contribution

Job Details

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. You will be supporting US East accounts.

Within the first month:

You will be trained on internal SailPoint processes and products and join other CSMs on customer calls. Within 4-7 weeks, you will have customer introductions as the point of contact and familiarize yourself with different departments like support, product management, development, and sales on behalf of the customer. You will have demonstrated responsiveness and accountability to customers.

Within 3 months:

You will have received 1/3 or more of your book of business and have guided customers towards identity objectives through recurring touch point meetings. You will have gathered a high-level understanding of the product portfolio, the value proposition, and how customers are using products.

Within 1 year:

You will have successfully received your entire book of business and all accounts while identifying referenceable customers. You will have conducted executive business reviews for clients and identified and remediated accounts at risk of churn. You will have created success plans for all your accounts to drive product adoption, utilization and ROI. Efforts will be focused to reduce churn risk and secure product expansion and renewals.

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 and Identity Security Cloud 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 

  • Track customer connection and data through Salesforce and Gainsight

Requirements:

  • 2-4 years of experience of strong customer facing skills (executive presence, writing skills, phone skills) demonstrating a highly professional demeanor

  • Strong consulting skills with the ability to gather and analyze information and produce strategic insights into clients’ organizational and technical challenges

  • Communicate technical details to a non-technical audience

  • Foster credibility with a technical audience

  • 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

  • Build lasting relationships based on trust

  • Take ownership of customer issues and drives to resolution

  • Self-motivated, strong work ethic, creative, customer-centric personality

Education:

  • Bachelor’s degree or equivalent work experience

Travel:

  • Estimated from 10% to 25%

Location: Preferred residence in Eastern time zone

#LI-AS1 #LI-REMOTE

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):

$58,300 - $83,300 - $108,300

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 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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