Customer Success Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Take ownership of a portfolio of customer accounts, ensuring accountability for net revenue retention, gross retention, and influenced expansion revenue.

• Develop and implement customer value roadmaps that align with measurable business outcomes and the capabilities of the SailPoint platform.

• Facilitate quarterly executive business reviews that include strategic identity security advice, maturity benchmarking, and documented ROI.

• Track AI-driven customer health scores, usage analytics, and risk signals to make informed proactive intervention decisions.

• Identify and assess opportunities for expansion in areas such as non-human identity governance, cloud entitlements, and SailPoint Atlas migration.

• Collaborate with Account Executives to advance expansion opportunities.

• Coordinate Solutions Engineering, Professional Services, Support, and Product resources to address customer challenges and expedite time-to-value.

• Provide guidance to customers on identity security, non-human and AI agent identity governance, and emerging compliance regulations.

• Gather and articulate voice-of-customer insights to shape SailPoint’s product roadmap and strategic direction.

• Achieve structured onboarding milestones that encompass product mastery, tools, stakeholder mapping, opportunity identification, account prioritization, portfolio analysis, sales alignment, risk sensing, advocacy, QBRs, enablement, commercial impact, success plan execution, and renewals.

• Enroll all accounts in SailPoint training subscriptions.

• Strive to meet or surpass a 92% renewal rate with timely completion.

⛳️ Requirements

• Extensive knowledge of Identity Governance, cloud entitlement management, and non-human identity governance.

• Proficiency in discussing identity security architecture with CISOs and IAM Directors.

• Comfort with revenue-related responsibilities, including identifying expansion opportunities and engaging in pricing discussions.

• Ability to analyze AI-generated health scores and risk signals effectively.

• Experience using AI-enhanced Customer Success platforms like Gainsight.

• Expertise in conducting executive business reviews centered on strategic roadmaps and business value.

• Familiarity with SailPoint’s complete platform, including IdentityIQ, Atlas, cloud entitlements, and non-human identity management.

• Demonstrated capability to coordinate internal resources across Sales, Professional Services, Support, and Product without direct authority.

• Skill in translating quantitative data into compelling narratives that illustrate business value and influence renewal or expansion decisions.

• Ability to monitor signals of customer disengagement and intervene proactively.

🏝️ Benefits

• Equal opportunity employment.

• Reasonable accommodations available for individuals with disabilities.

• Alternative application methods for candidates unable to submit through the website due to a disability.