Customer Success Manager

Customer Success for Western US/Canada. Preference will be for candidates located in MST/PST.

The Customer Success Manager is responsible for overall client satisfaction and referencability, building and managing long-term business relationships between SailPoint and assigned client accounts. This role serves as a customer advocate 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 client satisfaction and is not a quota carrying sales position.

Within the first month:

You will be trained on internal SailPoint processes and products and join other CSMs on customer calls. Within 4-7 weeks, you will have customer introductions as the point of contact and familiarize yourself with different departments like support, product management, development, and sales on behalf of the customer. You will have demonstrated responsiveness and accountability to customers.

Within 3 months:

You will have received 1/3 or more of your book of business and have guided customers towards identity objectives through recurring touch point meetings. You will have gathered a high-level understanding of the product portfolio, the value proposition, and how customers are using products.

Within 1 year:

You will have successfully received your entire book of business and all accounts while identifying referenceable customers. You will have conducted executive business reviews for clients and identified and remediated accounts at risk of churn. You will have created success plans for all your accounts to drive product adoption, utilization and ROI. Efforts will be focused to reduce churn risk and secure product expansion and renewals.

Description:

• Manage the business relationship between SailPoint and assigned client accounts; responsible for overall client satisfaction

• Provide coaching and advice to clients on the use of SailPoint’s solutions for identity management, compliance, role management, and access request management

• Develop insights into the challenges faced by client organizations and provide recommendations based on an in-depth understanding of how IdentityIQ and Identity Security Cloud solves those problems.  Proactively share best practices

• 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 strategic updates on clients’ performance to SailPoint Senior Management; provide regular status updates to account teams and Sales Managers

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

• Ensure maintenance contract renewal 

• Track customer connection and data through Salesforce and Gainsight

Requirements:

• 2-4 years of strong customer facing skills (executive presence, writing skills, phone skills) demonstrating a highly professional demeanor

• Strong consulting skills with the ability to gather and analyze information and produce strategic insights into clients’ organizational and technical challenges

• Communicate technical details to a non-technical audience

• Foster credibility with a technical audience

• Set and communicate expectations; skill in mediating and resolving problems

• Must be highly organized and able to prioritize and process a number of tasks concurrently

• Build lasting relationships based on trust

• Take ownership of customer issues and drives to resolution

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

Education:

• Bachelor’s degree or equivalent work experience

Travel:

• Estimated from 10% to 25%

Location: Western US or Western Canada

#LI-REMOTE #LI-AS1

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