Manager, Customer Success Management

Overview

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. 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. 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. 3‑Month (Contribution Phase): Develop a comprehensive regional business plan, secure leadership support, and align the team on outcome‑based delivery with clear metrics.
4. 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.