Partner Success Manager

The Partner Success Manager is a strategic role responsible for enabling the success of key implementation partners within our partner ecosystem. This individual will focus on driving exceptional outcomes through effective onboarding, enablement, and ongoing support while ensuring alignment with company objectives. This role requires strong technical aptitude, especially in Identity Governance, executive presence, and the ability to bridge technical and business conversations.

The PSM will collaborate cross-functionally with Product, Sales, Professional Services, Support, and Customer Success teams, translating partner needs into actionable strategies. They will leverage data to inform decisions, manage escalations effectively, and ensure compliance with industry best practices.

Key Responsibilities

1. Strategic Partner Management:

• Serve as the primary point of contact for Managed Services Providers and other strategic partners.

• Establish trust and credibility with executive stakeholders at partner organizations, maintaining strong, long-term relationships.

• Develop and execute joint business plans with partners, aligning their capabilities with mutual growth and customer satisfaction goals.

• Ensure partners understand and adhere to best practices in Identity Governance implementations.

2. Partner Enablement & Training:

• Oversee the onboarding process for new partners, ensuring they are equipped with the necessary tools and knowledge for success.

• Continuously improve training materials based on partner feedback and evolving product capabilities.

3. Technical Alignment & Product Advocacy:

• Act as a trusted advisor to partners, simplifying and communicating technical concepts to both technical teams and executive leadership.

• Collaborate with Product teams to translate partner feedback into prioritized product enhancements.

• Advocate for Identity Governance best practices to elevate service delivery quality.

4. Data-Driven Performance Management:

• Monitor partner performance using key metrics, such as implementation quality, customer satisfaction, and revenue growth.

• Conduct regular business reviews with partners to evaluate progress, address challenges, and identify areas for improvement.

• Use data insights to identify trends, optimize service delivery, and determine focus areas for partner success.

5. Escalation & Issue Management:

• Proactively identify risks or issues affecting partner success or customer satisfaction and drive timely resolution.

• Manage escalations effectively, ensuring appropriate internal resources are engaged to address critical challenges.

6. Contract Management:

• Manage partner agreements, ensuring compliance with terms and conditions.

• Negotiate contract renewals and expansions, aligning partner incentives with company objectives

7. Reporting & Insights:

• Create regular reports on partner performance, program effectiveness, and areas of improvement.

• Leverage insights from tools like Gainsight, CRM platforms, and analytics to continuously enhance partner programs.

Qualifications

• Bachelor’s degree or global equivalent experience in Business, Information Systems, or a related field (MBA preferred).

• 6+ years of experience in Partner Success, Customer Success, or similar roles in SaaS, Identity Governance, or related industries.

• Strong understanding of Identity Governance, compliance, and best practices for implementation.

• Proven ability to simplify technical concepts for both technical and non-technical stakeholders, including executive leaders.

• Experience with CRM tools (e.g., Salesforce).

• Analytical mindset with a track record of using data to drive decision-making and prioritize focus areas.

• Exceptional executive presence, communication, and interpersonal skills.

• Demonstrated success in escalation management and resolving complex challenges.

Success Metrics

• Partner Satisfaction: Maintain or improve partner satisfaction as measured by regular feedback.

• Implementation Quality: Ensure partners consistently meet or exceed implementation best practices and compliance standards.

• Revenue Growth: Drive measurable revenue growth through partner-driven initiatives, expansions, and upsells.

• Training Completion Rate: Achieve a high completion rate for partner training programs and certifications.

• Onboarding Success: Ensure partners complete onboarding and meet performance benchmarks within established timeframes.

• Escalation Management: Resolve partner escalations within target SLAs and reduce recurrence of critical issues.

• Compliance Adherence: Maintain 100% compliance with data governance and regulatory standards within the partner ecosystem.

#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):

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 everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.