Strategic Customer Success Manager

At SailPoint, the Customer Success organization is a cornerstone of our long-term customer value strategy. We are committed to delivering measurable business outcomes for our clients and ensuring they achieve maximum ROI from their SailPoint investment. As a Strategic Customer Success Manager, you will serve as a trusted executive advisor to our most strategic customers, driving enterprise-wide success and long-term partnership value. Your leadership will also contribute to scaling customer success practices across the organization. This role is all about client satisfaction and is not a quota carrying sales position.

Must be fluent in written and spoken German

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 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.