Customer Success Manager

The SailPoint customer success team take responsibility for our customer journey and value realised from our platform, striving for positive business results for our customer and continued loyalty for SailPoint.  

A CSM is responsible for overall client retention and advocacy, building and sustaining long-term business relationships between SailPoint and assigned client accounts. This role serves as an advisor and business consultant for multiple accounts by helping our clients achieve success through the use of SailPoint’s product and services.  
 
This role is all about ensuring tangible value realisation through verified outcome delivery and is not a quota carrying sales position, representing a great opportunity for the right candidate to join our business and grow as a professional in line with our wider strategy. 

Description: 

• Manage a successful business relationship between SailPoint and assigned client accounts, benchmarked on the achievement of a fixed number of Verified Outcomes and Retention goals 

• Compile clear, time-boxed plans/engagement models to ensure delivery of a successful identity security program over time 

• Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could have an effect on the clients’ ongoing use and/or satisfaction with SailPoint’s products and services 

• Provide coaching and advice to clients on the use of SailPoint’s solutions for identity management, developing insights into the challenges faced by client organisations and provide recommendations based on an in-depth understanding of how the SailPoint platform solves those problems 

• Interfacing with delivery partners on project statuses, compiling mutual plans in advancement 

• Provide strategic updates on clients’ performance to SailPoint Senior Management, plus additional functions 

• Identify new opportunities for expanding SailPoint product/service usage to maximise client success and SailPoint revenue growth 

• Ensure customer renewal and retention for SailPoint 

• Cultivate additional SailPoint Advocates within assigned customer base 

Requirements: 

• Strong customer facing skills, with a highly professional demeanour 

• Strong consulting skills. Ability to gather and analyze information and produce strategic insights into clients’ organisational and technical challenges 

• Ability to communicate technical details to a non-technical audience 

• Ability to set and communicate expectations, skill in mediation 

• Must be highly organised and able to define structure with multiple stakeholders 

• Ability to build lasting relationships based on trust 

• Takes ownership of challenges, aligning with necessary subject-matter expertise to mitigate 

• Self-motivated, strong work ethic, creative, customer-centric personality 

• Advantage: Any experience in outcome/requirements formulation, or project management/delivery planning 

• Bachelor’s degree or equivalent work experience (preferred)

Travel: 
Estimated from 10% to 25%