Customer Success Manager - East

The SailPoint Customer Success team is responsible for helping our customers get maximum value out of SailPoint products or services, resulting in the business receiving maximum lifetime value and loyalty from the customer.

The Customer Success Manager is responsible for ensuring overall customer satisfaction and establishing strong, referenceable relationships. They develop and maintain long-term business partnerships between SailPoint and assigned customer accounts. In this capacity, the CSM will be customer advocates and trusted business advisors across multiple accounts, supporting customers in achieving success through the effective utilization of SailPoint’s products and services. Additionally, the role involves facilitating successful contract renewals.

Description:

· Manage the business relationship between SailPoint and assigned customer accounts, responsible for overall success and satisfaction

· Provide coaching and guidance to customers on the use of SailPoint solutions for identity management, compliance, role management, and access request management.

· Develop insights into the challenges faced by customer organizations and provide recommendations based on an in-depth understanding of how SailPoint solves those problems. Proactively share best practices.

· Monitor accounts for changes in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could influence the client’s ongoing use and/or satisfaction with SailPoint’s products and services

· Provide strategic updates on customer’s performance to SailPoint Senior Management.

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

· Ensure maintenance contract renewal. Meeting or exceed renewal and retention targets

Requirements:

· Bachelor’s degree or equivalent work experience

· Strong customer-facing skills (executive presence, writing skills, phone skills). Demonstrates a highly professional demeanor

· Strong consulting skills. Ability to gather and analyze information and produce strategic insights into customer organizational and technical challenges

· Ability to communicate technical details to a non-technical audience. Ability to foster credibility with a technical audience

· Ability to set and communicate expectations; skill in mediating and resolving problems

· Must be highly organized and able to prioritize and process several tasks concurrently

· Ability to build lasting relationships based on trust

· Takes ownership of customer issues and drives to resolution

· Proficiency with CRM software

· Self-motivated, strong work ethic, creative, customer-centric personality with a genuine commitment to continuous professional development.

Travel:

· Estimated from 10% to 25%

Location:

Preference for candidates located in EST time zone for Eastern US accounts

The anticipated salary range for this role is $95,000-$115,000 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 salary, for US-based employees, will be in this range from (min-mid-max, USD):

$75,300 - $107,600 - $139,900

Base salaries for employees based in other locations are competitive for the employee’s home location.

Benefits Overview

1. Health and wellness coverage: Medical, dental, and vision insurance

2. Disability coverage: Short-term and long-term disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children

5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP)