Lead and scale a regional Customer Success team to drive retention, satisfaction, and verified customer outcomes. Coach CSMs, manage escalations, own reporting/forecasting, cultivate executive relationships, and align cross-functional teams to meet retention and health KPIs.

Executes scaled digital customer success motions, researches customer situations and risk signals, drives adoption and outcomes, supports renewals and forecasting, manages shared inbox inquiries, and maintains Gainsight records. Partners with Sales, Renewals, Support, and Services while contributing to digital customer success programs and process improvements. The role is non-quota-carrying and focuses on retention, risk reduction, customer satisfaction, and value realization.

Manage relationships and overall satisfaction for assigned SailPoint accounts. Coach clients on IdentityIQ and SailPoint solutions, monitor usage and risks, provide strategic insights and status updates, identify expansion opportunities, ensure contract renewals, and act as a customer advocate to drive success and retention.