Customer Success Manager

The SailPoint customer success serves as the strategic advisor to our customers to get maximum value out of SailPoint products and services. You will be responsible for driving measurable business value through the adoption, expansion, and ongoing value realization of our identity security platform. Operating within an AI-augmented engagement model, you will translate SailPoint’s identity security capabilities—spanning human, machine, and AI agent identities—into quantified business outcomes that secure long-term retention and growth. This role carries commercial accountability for net revenue retention and expansion influence, partnering closely with Sales, Solutions Engineering, Professional Services and Customer Support to deliver coordinated customer value.

Key Responsibilities

• Own and manage a portfolio of customer accounts with direct accountability for net revenue retention, gross retention, and expansion revenue influenced.

• Design and execute value roadmaps for each customer that articulate measurable business outcomes—risk reduction, compliance coverage, operational efficiency—tied to specific SailPoint platform capabilities.

• Conduct quarterly executive business reviews that deliver strategic identity security advisory, benchmark customer maturity against industry peers, and present documented ROI.

• Monitor AI-driven customer health scores, usage analytics, and risk signals, interpreting predictive indicators to make proactive intervention decisions.

• Identify and qualify expansion opportunities, including cross-sell into non-human identity governance, cloud entitlements, and SailPoint Atlas migration, partnering with Account Executives to progress opportunities.

• Orchestrate cross-functional resources (Solutions Engineering, Professional Services, Support, Product) to resolve complex customer challenges and accelerate time-to-value.

• Guide customers through the evolving identity security landscape, providing advisory on non-human and AI agent identity governance and emerging regulatory compliance requirements.

• Capture and communicate voice-of-customer insights to inform SailPoint’s product roadmap and strategy.

Required Skills & Mindsets

• Identity Security Domain Mastery: Deep understanding of Identity Governance, cloud entitlement management, and non-human identity governance. Ability to discuss identity security architecture with CISOs and IAM Directors.

• Commercial Acumen & NRR Ownership: Comfort with revenue-adjacent accountability, including expansion identification, pricing conversations.

• Data Literacy & AI Fluency: Ability to interpret AI-generated health scores and risk signals to make strategic decisions. Comfort operating within AI-augmented CS platforms (e.g., Gainsight).

• Strategic Advisory & Executive Communication: Skill in conducting executive business reviews that focus on strategic roadmaps and articulate value in the language of risk reduction and operational efficiency.

• Platform Breadth: Working knowledge across SailPoint’s full platform, including IdentityIQ, Atlas, cloud entitlements, and non-human identity management.

• Cross-Functional Leadership: Proven ability to orchestrate internal resources across Sales, Professional Services, Support, and Product without positional authority.

• Analytical Storytelling: Ability to translate quantitative data (usage metrics, risk scores) into compelling narratives that demonstrate business value and influence renewal/expansion decisions.

• Resilience & Proactive Risk Sensing: Capacity to monitor subtle signals of customer disengagement and intervene before risk crystallizes.

Month 1 Milestones

• Product Mastery: Upon completing SailPoint specific trainings, deliver a 15-minute presentation or a mock customer call to your leader covering core value, features, and use cases, focusing on high-level market outcomes and demonstrating curiosity about our products and customers.

• Tool Proficiency: Demonstrate proficiency in SailPoint’s CRM tool, and articulating the value of Success Plans in delivering customer results.

• Stakeholder Mapping: After meeting with key stakeholders (cross-functional and within the Customer Success Department), create and present a stakeholder map to demonstrate your understanding of how to maximize partnerships and collaboration workflows, including defining each member's role and responsibilities within accounts.

• Process Curiosity: Identify one current process or customer approach to challenge, along with "what if" alternatives to provoke further discussion and exploration.

• Engagement & Soft Skills:

• Ask thoughtful questions that reflect a genuine interest in understanding not just outcomes, but the underlying drivers.

• Actively listen, seek clarification, and reflect understanding to ensure others feel heard and accurately represented.

• Maintain professionalism and composure while onboarding, learning products, processes, and customer contexts.

• Ownership: Take ownership of your ramp-up by completing required training, applying learnings in early customer interactions independently, and reaching out for help proactively.

Month 2 Milestones

• Opportunity Identification: Identify adoption and expansion opportunities in 1–2 accounts using data-driven insights and present a mock QBR use case to leadership.

• Account Prioritization: Demonstrate customer prioritization by categorizing your assigned accounts based on their needs, health score, and product maturity, then devise a tailored cadence of touchpoints based on this prioritization.

• Portfolio Analysis: Complete a thorough account review for 5 accounts using Gainsight data to demonstrate an understanding of success plans for key accounts, analyzing customer health and churn risk.

• Adaptability & Growth:

• Respond constructively to feedback, ambiguity, and change, adjusting your approach without loss of engagement.

• Actively seek feedback from managers, peers, and available resources to accelerate learning, and apply new skills, tools, or techniques to improve customer engagement, execution, and outcomes.

Month 3 Milestones

• Sales Alignment: Identify and draft a plan of how to engage with Sales for an example of upsell, cross-sell, and expansion within one key existing account, along with expected close dates and a plan to translate that into a qualified lead.

• Risk Sensing: Be fully able to identify renewal and forecasting risks across your book of business.

• Strategic Courage: Demonstrate courage by asking uncomfortable, difficult, or "big" questions to both internal teams and customers to drive progress.

Month 6 Milestones

• Advocacy Pipelines: Identify 3 customers in your portfolio for advocacy and articulate your data-backed thought process for selection.

• Value Delivery (QBRs): Conduct at least two (2) Quarterly Business Review (QBR) meetings with the key stakeholders of your key accounts and your manager to uncover deeper insights into usage trends, key wins, challenges, and areas for improvement.

• Enablement Goals: Ensure 100% of customer accounts in your portfolio are enrolled in SailPoint training subscriptions.

• Commercial Impact: Identify and present your CSQL progress and pipeline generation in your accounts over the past 6 months.

• Success Plan Execution: Present an account review to the management team showing implemented success plans for all accounts, ensuring they are on track and delivering documented customer outcomes.

• Retention Excellence: Present your comprehensive renewals plan to ensure you are on track to meet or exceed a 92% renewal rate with on-time completion.

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or an