Manager, Customer Success - West

• The SailPoint Customer Success Management Team is committed to developing a world-class Customer Success team. Our goal is to support our team in enabling customers to maximize the value of any SailPoint products or services, thereby fostering long-term business success and customer loyalty. 

   
  The Manager, Customer Success serves as a senior leader to the Customer Success Managers, supporting them in facilitating our customers' achievement of success through SailPoint’s products and services. This role also oversees overall customer retention and satisfaction within the Western US, as well as cultivating and managing business relationships across various SailPoint teams. 
    
   Description: 

  • Provide senior level coaching, training and management to the Customer Success Managers in the West region 

  • Point of contact for customer escalations to drive resolution and provide support to the customer success managers 

  • Maintain and report on team metrics, including but not limited to customer health, retention, reference-ability, account status, risk, and renewal. 

  • Foster relationships with key customer advocates and strategic accounts in the region 

  • Maintain high retention levels across all accounts in the Americas region 

  • Accountable for ensuring timely renewals within the assigned region 

  • Responsible for team retention and morale as well as hiring and managing team resources 

  • Gathers and communicates the ‘voice of the customer’ to various teams within SailPoint, including Sales and Marketing to support successful account growth initiatives; Product Management to identify top customer product needs; Professional Services to enhance customer satisfaction and sales; Engineering to prioritize customer issues; and the Executive team to inform strategic focus areas. 

   
   
  Requirements: 

  • Bachelor’s degree or equivalent professional experience   

  • 5+ years of management experience leading successful customer-facing teams   

  • 8+ years of customer-facing experience with strong customer engagement skills (executive presence, written and verbal communication skills, phone etiquette). Demonstrates a highly professional demeanor   

  • Ability to convey technical information to non-technical audiences and establish credibility with technical stakeholders   

  • Skilled in setting and communicating expectations, mediating, and resolving issues within a team environment   

  • Highly organized with the ability to prioritize and manage multiple tasks concurrently   

  • Proven ability to build and maintain lasting relationships based on trust, both externally and internally, to collaborate effectively on customer concerns and resolutions   

  • Self-motivated with a strong work ethic, creative problem-solving abilities, a customer-focused approach, and a commitment to ongoing professional development   

  • Customer-centric mindset with a strong passion for service excellence   

  • Demonstrated success in consistently achieving or exceeding renewal targets   

  • Capable of working independently and collaboratively within a team   

  • Familiarity with SaaS or subscription-based business models is advantageous   

  • Analytical skills to interpret customer data and identify trends   

  • Comfortable working in a fast-paced, dynamic environment 
   
  Travel:                      

  • Estimated 10% - 25% 

   

Location can be anywhere in the Western half of US or Canada. MST or PST Time Zone preferred.

#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):

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 [email protected] 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.