Senior Manager, Customer Success

As the Senior Manager of Customer Success, you will lead, mentor, and scale a team of Customer Success Managers (CSMs) dedicated to helping our customers achieve measurable business outcomes. You will be responsible for the overall success of your team's portfolio, driving product adoption, satisfaction, and retention for our high-value customers. You will act as a strategic leader and coach, empowering your team to serve as trusted advisors and ensuring their growth and development.

In this role, you will work closely with senior leadership across Product, Sales, and Support to champion the voice of the customer and drive a seamless, high-impact customer experience. You bring a strong track record of building and leading successful teams, strategic planning, and operational excellence in a fast-paced environment.

Responsibilities

Team Leadership & Development

• Lead, mentor, and develop a high-performing team of Customer Success Managers, fostering a culture of excellence and accountability.

• Oversee your team's portfolio of strategic accounts, providing guidance on success planning, risk mitigation, and growth strategies.

• Conduct regular coaching sessions, performance reviews, and career development planning to ensure the professional growth of your team members.

• Set clear team objectives and success metrics, ensuring alignment with broader company goals.

Strategic & Scalable Operations

• Design, implement, and refine scalable processes, playbooks, and best practices for the Customer Success organization.

• Partner with cross-functional leaders (Sales, Product, Support) to ensure strategic alignment and advocate for customer needs at a leadership level.

• Act as the primary point of escalation for complex customer issues, guiding your team to effective resolutions.

• Analyze team performance and customer health data to identify trends, forecast retention, and drive strategic initiatives.

Customer Advocacy & Impact

• Oversee the delivery of high-impact success reviews and strategic success plans across your team's portfolio.

• Synthesize feedback from your team to provide actionable insights to Product and Engineering, influencing the product roadmap.

• Develop and maintain relationships with key customer stakeholders, acting as an executive sponsor where needed.

Qualifications

• 8-10+ years of experience in Customer Success, Account Management, or a related field in SaaS or enterprise software.

• 5+ years of direct people management experience, with a proven ability to lead, coach, and motivate a team.

• Demonstrated success in managing complex customer relationships and driving measurable results through a team.

• Exceptional communication and leadership skills, with an ability to influence and align stakeholders at all levels, including senior executives.

• Experience designing and scaling cross-functional processes and workflows.

• Deep expertise with CSM platforms (e.g., Salesforce, Gainsight) to manage team performance and derive strategic insights.

• Strong organizational skills and a proven ability to manage competing priorities in a dynamic environment.

What Success Looks Like

• You have built a high performing, engaged, and motivated team of Customer Success Managers.

• Your team consistently meets and exceeds targets for customer retention, satisfaction, and portfolio growth.

• You are recognized by your peers and leadership as a strategic, reliable, and influential partner.

• You are a key driver of operational excellence, having implemented scalable processes that improve the effectiveness of the entire Customer Success organization.

Travel:                     

• Estimated 20%

The anticipated salary range for this role is around $160,000 USD

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.

As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salar