Program Manager, Global Customer Programs

Job Title: Program Manager, Global Customer Programs
Department: Digital Customer Success and Strategy
Location: Remote

Position Overview:
We are looking for an energetic and forward-thinking Program Manager to join our Digital Customer Success and Strategy team at SailPoint. In this role, you will spearhead the creation of innovative, scalable programs that enhance customer engagement, accelerate product adoption, and drive customer success on a global scale. You will work closely with teams across Revenue Operations, Enablement, Customer Success, Product, Marketing, and more, leading strategic initiatives to deliver seamless and impactful customer engagement. Your work will play a pivotal role in maximizing customer value, improving retention, and nurturing strong customer advocacy.

Key Responsibilities:

• Lead Strategic Programs: Design, execute, and track the progress of critical strategic and operational programs that align with customer success goals.

  • Develop and refine customer journey frameworks

  • Implement lifecycle management processes and best-practice playbooks

  • Build and curate digital journey assets, supported by data-driven insights

  • Collaborate with cross-functional teams, including Marketing, Product, and Revenue Operations, to execute adoption and go-to-market campaigns

• Cross-functional Collaboration: Serve as a key representative of the Customer Success function, working alongside various teams to champion initiatives that improve the overall customer experience.

• GTM Strategy Execution: Ensure the effective roll-out of Global Customer Success go-to-market strategies, ensuring high engagement and measurable customer adoption.

• Build Stakeholder Relationships: Cultivate strong, collaborative partnerships with both internal and external stakeholders to drive alignment and achieve key program goals.

Qualifications:

• Experience: 5+ years of experience in program management, ideally within SaaS or software industries, with a successful history of driving customer engagement and product adoption initiatives.

• Strategic Vision: Strong strategic mindset with the ability to conceptualize, develop, and implement customer success programs.

• Data-Driven Decision-Making: Proficient in analyzing data and generating insights that inform program strategy and execution.

• Communication: Excellent communicator, with the ability to articulate ideas, influence stakeholders, and present at all levels of the organization.

• Project Management Expertise: Proven ability to manage multiple, cross-functional projects under tight deadlines, balancing competing priorities with ease.

• Customer-Centric Approach: Deep passion for understanding customer needs and delivering experiences that exceed expectations.

Why Join SailPoint?
At SailPoint, we are driven by a commitment to customer success. Our customer-first mindset is at the core of everything we do, and we are constantly working to innovate and improve our approach. Join us to make a meaningful impact in identity security and help shape the future of customer success!

30 day-plan: Onboarding & Relationship building

• Familiarize yourself with SailPoint's culture, Digital Customer Success strategy, and key stakeholders across departments.

• Build relationships with internal teams, especially within Customer Success, Marketing, Product, Revenue Operations, and Enablement.

• Review existing customer success programs to understand current goals, processes, and roadmaps.

60 day-plan: Program Strategy Development

• Begin leading the refinement of the customer journey frameworks and lifecycle management playbooks.

• Take ownership of overseeing the Customer Feedback program and begin assessing any gaps in the current strategy, cadence, and communication workflows.

• Collaborate with cross-functional teams to review and contribute to the content and self-service roadmap for the Customer Success Center.

• Partner with the customer onboarding team to review and update the onboarding content roadmap.

90 day-plan: Program Execution & Optimization

• Fully take ownership of critical strategic programs and drive the execution and tracking of key initiatives.

• Begin executing go-to-market campaigns to drive customer engagement and product adoption, ensuring alignment with broader customer success goals.

• Optimize lifecycle management processes based on dat