Manager, Customer SuccessSailPoint is the leading, AI-driven security platform providing the autonomous governance that best solves the needs for the modern enterprise. By harnessing the power of AI and machine learning, SailPoint automates and streamlines the complexity of delivering the right access to the right identities and technology resources at the right time. The RoleThe SailPoint Customer Success team champions helping our customers get maximum value out of their Identity Security investments. We ensure our customers achieve rapid time-to-value, helping our business secure long-term loyalty and maximize lifetime valueAs the Manager, Customer Success, you will lead, scale, and inspire a regional team of Customer Success Managers (CSMs). This role is a critical link between SailPoint's cross-functional departments, ensuring our team is equipped to drive program progression, secure verified customer outcomes, and optimize health metrics. To excel, the position requires a person: Who is an empathetic, inspiring leader and coach who is committed to helping Customer Success Managers grow, succeed, and maintain high morale and camaraderieWho can think critically and strategically, shifting conversations from reactive issue resolution to proactive problem-solving and business outcome delivery through technologyWho will build lasting, trust-based relationships both externally with key customer advocates and internally with cross-functional SailPoint teamsWho demonstrates outstanding communication skills and executive presence, with the ability to foster strong credibility with both highly technical audiences and business executivesWho is exceptionally organized and capable of prioritizing and managing a number of complex regional tasks and strategic portfolios concurrentlyResponsibilities: Drive regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) by ensuring your team systematically delivers and verifies business outcomes for our customersCoach, mentor, and upskill regional CSMs to achieve 100% target attainment across key performance metrics, managing regional capacity, onboarding, and talent retentionServe as the regional escalation point, partnering with CSMs to architect action plans for at-risk accounts, ensuring swift path-to-resolution on critical field issuesOwn regional reporting and forecasting accuracy for account health, program progression, customer sentiment, and risk indicators to drive executive visibilityCultivate strategic relationships with executive stakeholders within key accounts to accelerate their Identity Security maturity journey and secure renewal predictabilityAct as a strategic conduit, translating customer objectives into actionable insights for various internal stakeholdersThe Path to Success (Milestones):1-Month Milestones (The "Learning" Phase):Complete corporate onboarding and role-based GTM training to develop a solid understanding of SailPoint's identity governance solutions and business philosophy. Arrange introductory meetings and begin building relationships with key members of your leadership, EMEA counterparts, and supporting teams outside of your immediate structure. Shadow customer calls and team review sessions with your CSMs to familiarize yourself with account statuses and the regional customer base.2-Month Milestones (The "Connecting" Phase):Solidify your 1:1 cadence and communication flows with your reporting CSM team. Establish regular syncs with key stakeholders in Sales and Professional Services to align on strategic accounts. Begin managing regional customer escalations and supporting team members in driving issues to resolution independently. Partner with Talent Acquisition to identify candidates for any open roles and implement sourcing and pipeline strategies.Present this strategic business plan to gain the support of your leadership and the EMEA Leadership Team. Take full ownership of team performance metrics, reporting weekly customer health and status updates to senior management.6-Month Milestones (The "Performance" Phase):Show measurable improvements in regional customer health, account retention rates, and reference-ability. Ensure deep cross-functional collaboration is in place with the Sales and Partner teams to support compliance and governance campaigns. Bachelor's degree or global equivalent experience. (Must Haves:5 to 10 years of customer-facing experience (such as Customer Success, Account Management, or Consulting) in a SaaS or enterprise software environment. Demonstrable experience in people leadership, mentoring, or coaching high-performing client-facing teams. Strong customer interaction skills, including professional writing, phone skills, and outstanding executive presence. Excellent problem-solving, mediation, and relationship-building skills. Nice to Haves: Experience or domain knowledge in Cyber Security, Identity Security, or Identity Governance and Administration (IGA).Travel & Logistics: Travel: Expected business travel of approximately 10% to 25% yearly (customer visits and training/meetings at Austin, TX headquarters).This role operates under a highly flexible/hybrid model—candidates are welcome to work from home, or enjoy the London office space as they prefer. SailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. Our job titles, job descriptions, and recruitment processes are intended to be gender-neutral and to support equal pay for equal work or work of equal value. As a part of the total compensation package, this role may be eligible for participation in one of our performance-based cash compensation programs - the SailPoint Corporate Bonus Plan or a role-specific commission plan, along with potential eligibility for equity participation. SailPoint maintains 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. The base salary for this role will be in this range from (min-max, LOCAL CURRENCY): 62,600 - 116,200Additional offerings include a variety of benefits, including health, retirement, EAP, leave support, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on location, date of hire, schedule type, and the applicability of collective bargaining agreements or local statutory requirements. 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. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact applicationassistance@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint. SummaryLocation: Local Office (London, UK)Type: Full time
Customer Loyalty Executive - Remote (Remote) in London employer: SailPoint Technologies
SailPoint is an exceptional employer, offering a unique opportunity to be at the forefront of AI-driven identity security in the UK market. With a strong focus on innovation and collaboration, employees are empowered to grow as technical leaders while enjoying a supportive work culture that values diversity and inclusion. The company provides extensive training and development opportunities, ensuring that team members can influence the future of technology while working alongside some of the brightest minds in the industry.
