Customer Success Manager

The Customer Success Manager role ensures customers get the maximum value and achieve their desired outcome(s) when using SailPoint products and services while having a great customer experience with SailPoint.

Requirements

• Manage the business relationship between SailPoint and assigned client accounts; responsible for protecting and growing the revenue base of your portfolio
• Provide thought leadership to clients on best practices of SailPoint’s solutions for identity management, compliance, role management, and access request management
• Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could influence the clients’ ongoing use of SailPoint’s products and services
• Create and implement customer success plans that outline business objectives, success metrics, potential challenges, tasks, owners and timelines
• Act as the liaison for technical inquiries, issues or escalations
• Identify new opportunities for expanding SailPoint product/service usage to maximize client success and SailPoint revenue growth
• Identify renewal risk and collaborate with internal teams to remediate and ensure successful on-time renewal
• SailPoint Overview: Learn about the company’s history, mission and core values
• Product / Service Offering: Learn the SailPoint pitch
• Meet the team: Introduce yourself to key stakeholders such as regional leaders, your team, AEs, marketing, channel, support, professional services, etc
• Mentorship: Meet your onboarding buddy and set up regular meetings & 1:1s with your manager
• Tools: Familiarize yourself with the tools provided, such as Salesforce, Gainsight, Tableau, ServiceNow, etc
• Enablement: Complete revenue org onboarding enablement, role specific enablement, SailPoint certifications, and all assigned compliance / security tasks
• Shadowing: Shadow CSMs on customer meetings
• Portfolio: Review your assigned customer portfolio, familiarise yourself with the customer success plans, conduct internal handovers with AEs/CSMs to understand each customer’s objectives and opportunities
• Customer Meetings: Conduct introduction sessions & schedule regular meetings with your customer base
• Renewals: Accurately forecast renewals, identify & mitigate risk, and work with Renewals Managers, AEs and Partners to close renewals on time
• Revenue Generation: Create opportunities for upsell/cross-sell based on customer utilisation and expanded use cases
• Customer Advocacy: Build customer champions through the SailPoint Admirals Program, case studies, and customer speaking opportunities for user groups
• Continuous Learning: Stay up to date on new information distributed to the team, product roadmaps, thought leadership and industry trends
• Feedback: Actively seek and incorporate feedback from peers, mentors and management

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) or other retirement plan
• Stock options
• Paid time off
• Paid holidays
• Flexible work schedule
• Professional development opportunities
• Employee recognition and reward programs
• Wellness programs
• Onsite fitness center
• Cafeteria or on-site meals
• Employee assistance program
• Life insurance
• Disability insurance
• On-site medical care
• On-site dry cleaning
• On-site fitness classes