At a Glance
- Tasks: Lead and inspire a team to maximise customer success and retention.
- Company: Join SailPoint, a top-rated AI-driven security platform with a vibrant culture.
- Benefits: Enjoy competitive salary, flexible work options, and comprehensive health benefits.
- Other info: Dynamic hybrid work environment with excellent career growth opportunities.
- Why this job: Make a real impact by helping customers achieve their identity security goals.
- Qualifications: 5-10 years in customer-facing roles with strong leadership and communication skills.
The predicted salary is between 63000 - 77000 £ per year.
SailPoint 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 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 value.
As the Manager, Customer Success, you will lead, scale, and inspire a regional team of Customer Success Managers (CSMs). You are directly accountable for regional customer retention, satisfaction, and the operational excellence of your team. 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. This is a high-impact leadership role focused entirely on value delivery and KPI attainment, and is not a quota-carrying sales position.
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 camaraderie.
- Who can think critically and strategically, shifting conversations from reactive issue resolution to proactive problem-solving and business outcome delivery through technology.
- Who will build lasting, trust-based relationships both externally with key customer advocates and internally with cross-functional SailPoint teams.
- Who demonstrates outstanding communication skills and executive presence, with the ability to foster strong credibility with both highly technical audiences and business executives.
- Who is exceptionally organized and capable of prioritizing and managing a number of complex regional tasks and strategic portfolios concurrently.
Responsibilities:
- Drive regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) by ensuring your team systematically delivers and verifies business outcomes for our customers.
- Coach, mentor, and upskill regional CSMs to achieve 100% target attainment across key performance metrics, managing regional capacity, onboarding, and talent retention.
- Serve as the regional escalation point, partnering with CSMs to architect action plans for at-risk accounts, ensuring swift path-to-resolution on critical field issues.
- Own regional reporting and forecasting accuracy for account health, program progression, customer sentiment, and risk indicators to drive executive visibility.
- 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.
The 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. Conduct detailed analysis of the current status within your reporting structure, specifically evaluating People, Process, Cadence, and Structure. 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.
- 3-Month Milestones (The "Contribution" Phase): Develop a comprehensive regional business plan, broken down by milestones and key actions required to attain customer health, retention, and campaign goals. Present this strategic business plan to gain the support of your leadership and the EMEA Leadership Team. Ensure that your team is fully aligned on the "outcome-based delivery" framework, tracking clear business outcomes in client reviews. 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. Successfully adjust and refine regional team processes, cadences, and structures to optimize operational efficiency and cross-team collaboration. Deliver consistently against regional retention and campaign targets. Ensure deep cross-functional collaboration is in place with the Sales and Partner teams to support compliance and governance campaigns.
Education & Qualifications:
- Preferred: 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. Proven ability to communicate technical details to a non-technical audience while fostering credibility with technical teams. 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).
- Logistics: London Metro Area preferred. 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.
Manager, Customer Success Management in London employer: SailPoint
SailPoint is an exceptional employer that fosters a dynamic work culture in Greater London, where innovation and collaboration thrive. Employees benefit from comprehensive growth opportunities, including training in cutting-edge digital sales techniques, while enjoying a supportive environment that values diversity and effective communication. Join us to be part of a team that is making a meaningful impact in the identity industry.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Success Management in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SailPoint. 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 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 in London
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:Your cover letter is your chance to shine! Tell us why you want to work at SailPoint 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!
How to prepare for a job interview at SailPoint
✨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.
