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.

• Guide and counsel clients on SailPoint’s identity management, compliance, role management, and access request management solutions.

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

• Actively share best practices.

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

• Provide strategic performance updates to SailPoint Senior Management regarding client accounts.

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

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

• Ensure timely renewal of maintenance contracts.

• Travel is expected to be around 10% to 25%.

⛳️ Requirements

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

• Exceptional customer-facing skills, including executive presence, writing proficiency, and phone communication skills.

• Highly professional demeanor.

• Strong consulting abilities.

• Capability to gather and analyze information, providing strategic insights into clients' organizational and technical challenges.

• Proficiency in conveying technical details to non-technical audiences.

• Ability to establish credibility with technical stakeholders.

• Skill in setting and communicating clear expectations.

• Expertise in mediating and resolving issues.

• Highly organized, with the ability to prioritize and manage multiple tasks simultaneously.

• Capacity to cultivate lasting relationships built on trust.

• Takes ownership of customer issues and works diligently towards resolution.

• Self-driven, with a strong work ethic, creative mindset, and customer-focused approach.

🏝️ 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 for employees, spouses, and children.

• Flexible spending accounts for health care and dependent care expenses.

• Limited purpose flexible spending account.

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

• Flexible vacation policy.

• Eight 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 contributions.

• Eligibility for SailPoint Corporate Bonus Plan or role-specific commission may apply.

• Potential eligibility for equity participation.