At a Glance
- Tasks: Lead and inspire a team to enhance customer satisfaction and retention.
- Company: Join SailPoint, a leader in Identity Security with a collaborative culture.
- Benefits: Competitive salary, performance bonuses, health benefits, and flexible work options.
- Other info: Flexible/hybrid role with excellent career growth opportunities and a supportive environment.
- Why this job: Make a real impact by driving customer success and building strategic relationships.
- Qualifications: 5-10 years in customer-facing roles with strong leadership and communication skills.
The predicted salary is between 62600 - 105492 £ per year.
Manager, Customer Success at SailPoint leads, scales, and inspires a regional team of Customer Success Managers (CSMs). The role focuses on regional customer retention, satisfaction, and operational excellence, ensuring value delivery and KPI attainment without a sales quota. It serves as a critical link between SailPoint’s cross‑functional departments and drives program progression, verified customer outcomes, and health metrics.
Responsibilities
- Drive regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) by ensuring systematic delivery and verification of business outcomes.
- Coach, mentor, and upskill regional CSMs to achieve 100% target attainment across key metrics, managing capacity, onboarding, and talent retention.
- Serve as the regional escalation point, partnering with CSMs to architect action plans for at‑risk accounts and ensuring swift resolution of critical issues.
- Own regional reporting and forecasting accuracy for account health, program progression, customer sentiment, and risk indicators.
- Cultivate strategic relationships with executive stakeholders within key accounts to accelerate their Identity Security maturity journey and secure renewal predictability.
- Act as a strategic conduit, translating customer objectives into actionable insights for various internal stakeholders.
Milestones
- 1‑Month (Learning Phase): Complete onboarding and GTM training, analyze current state of People, Process, Cadence, and Structure, and begin building relationships with leadership and EMEA counterparts.
- 2‑Month (Connecting Phase): Solidify 1:1 cadence with the CSM team, establish syncs with Sales and Professional Services, and manage regional escalations independently.
- 3‑Month (Contribution Phase): Develop a comprehensive regional business plan, secure leadership support, and align the team on outcome‑based delivery with clear metrics.
- 6‑Month (Performance Phase): Demonstrate measurable improvements in customer health, account retention, and campaign targets; refine processes and cadences; ensure cross‑functional collaboration for compliance and governance campaigns.
Education & Qualifications
- Preferred: Bachelor’s degree or equivalent experience.
- Required: 5‑10 years of customer‑facing experience in SaaS or enterprise software; demonstrated people leadership and coaching skills; strong customer interaction; excellent communication and technical translation abilities.
- Additional strengths: Experience or domain knowledge in Cyber Security, Identity Security, or IGA; problem‑solving and relationship‑building skills.
Travel & Logistics
Expected business travel of approximately 10% to 25% yearly, primarily for customer visits and meetings at Austin, TX headquarters. London Metro Area preferred. The role is flexible/hybrid, allowing work from home or the London office.
Benefits & Compensation
Salary range: £62,600 – £105,492.00. Eligibility for one or more performance‑based cash compensation programs, equity participation, and a range of benefits including health, retirement, EAP, paid time off, and company‑paid holidays. Compensation details are tailored to location, hire date, and statutory requirements.
Equal Opportunity Employment Statement
SailPoint is an equal opportunity employer and welcomes all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. Decisions are based on job‑related criteria and non‑discriminatory standards. The company maintains policies to protect veterans and individuals with disabilities and to provide reasonable accommodations where feasible.
Manager, Customer Success Management employer: SailPoint Technologies Holdings, Inc.
SailPoint Technologies Holdings, Inc. is an exceptional employer that prioritises employee growth and development within a dynamic work culture. Located in the UK, we offer a collaborative environment where you can thrive as a Strategic Customer Success Manager, with opportunities to enhance your skills while making a meaningful impact on client relationships and identity security solutions.
Contact Details:
SailPoint Technologies Holdings, Inc. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Success Management
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SailPoint Technologies Holdings, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SailPoint Technologies Holdings, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Customer Success Management
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SailPoint Technologies Holdings, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at SailPoint Technologies Holdings, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SailPoint Technologies Holdings, Inc.!
How to prepare for a job interview at SailPoint Technologies Holdings, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
