Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more state.

📋 Description

• Oversee the business relationship between SailPoint and designated client accounts, ensuring overall client satisfaction.

• Provide coaching and guidance to clients on SailPoint solutions related to identity management, compliance, role management, and access request management.

• Gain insights into client organizational challenges and offer recommendations based on IdentityIQ.

• Actively share best practices with clients.

• Monitor accounts for changes in solution/product usage, personnel, objectives, mission, financial conditions, competitor involvement, and other elements impacting client usage or satisfaction.

• Deliver strategic client performance updates to SailPoint Senior Management.

• Provide regular status updates to account teams and Sales Managers.

• Identify opportunities to broaden the use of SailPoint products and services to enhance client success and drive revenue growth.

• Ensure the renewal of maintenance contracts.

• Travel is required approximately 10% to 25% of the time.

⛳️ Requirements

• A Bachelor’s degree or 1-3 years of experience in Customer Success.

• Excellent customer-facing skills, encompassing executive presence, writing abilities, and phone etiquette.

• Highly professional demeanor.

• Strong consulting capabilities.

• Proficient in gathering and analyzing information to produce strategic insights into clients’ organizational and technical challenges.

• Ability to convey technical details to a non-technical audience.

• Capability to establish credibility with a technical audience.

• Proficient in setting and communicating expectations.

• Skilled in mediating and resolving issues.

• Highly organized, capable of prioritizing and managing multiple tasks simultaneously.

• Ability to cultivate enduring relationships based on trust.

• Takes ownership of customer issues and drives them to resolution.

• Self-motivated, with a strong work ethic, creative mindset, and a customer-centric approach.

• Willingness to travel approximately 10% to 25% of the time.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Short-term and long-term disability coverage.

• Life insurance and Accidental Death & Dismemberment (AD&D) coverage.

• Supplemental life insurance available for employees, spouses, and children.

• Flexible spending accounts for healthcare and dependent care.

• Limited purpose flexible spending account.

• 401(k) Savings and Investment Plan with company matching.

• Flexible vacation policy.

• 8 paid holidays each year.

• Sick leave.

• Paid parental leave.

• Employee Assistance Program (EAP) and Care Counselors.

• Options for Legal Assistance, Critical Illness, Accident, Hospital Indemnity, and Pet Insurance.

• Health Savings Account (HSA) with employer contribution.

• Possible eligibility for the SailPoint Corporate Bonus Plan or a role-specific commission.

• Potential for equity participation.