Customer Success Manager (German Speaking) in London

The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services, so the business gets maximum lifetime value and loyalty from the customer.

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.

• 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 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.

• Bachelor’s degree or equivalent work experience (technical degree or masters degree a plus).
• 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 clients’ 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 a number of tasks concurrently.
• Ability to build lasting relationships based on trust.
• Takes ownership of customer issues and drives to resolution.
• Self-motivated, strong work ethic, creative, customer-centric personality.
• Fluent written and spoken German is mandatory, also English.

Estimated from 10% to 25%

• Within the first 30 days: Learn about the company’s history, mission and core values; learn the SailPoint pitch; introduce yourself to key stakeholders; meet your onboarding buddy and set up regular meetings & 1:1s with your manager; familiarize yourself with the tools provided.
• 60 days: Complete revenue org onboarding enablement, role specific enablement, SailPoint certifications, and all assigned compliance/security tasks; shadow CSMs on customer meetings; review your assigned customer portfolio.
• 90 days: Conduct introduction sessions & schedule regular meetings with your customer base; accurately forecast renewals; create opportunities for upsell/cross-sell based on customer utilisation; build customer champions through the SailPoint Admirals Program.

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 any other category protected by applicable law.