Note: The job is a remote job and is open to candidates in USA. SailPoint Technologies, Inc. is a leader in identity management solutions, and they are seeking a Senior Manager of Customer Success. In this role, you will lead and mentor a team of Customer Success Managers, driving product adoption and customer satisfaction while collaborating with senior leadership to enhance the customer experience.
Responsibilities
- Lead, mentor, and develop a high-performing team of Customer Success Managers, fostering a culture of excellence and accountability
- Oversee your team's portfolio of strategic accounts, providing guidance on success planning, risk mitigation, and growth strategies
- Conduct regular coaching sessions, performance reviews, and career development planning to ensure the professional growth of your team members
- Set clear team objectives and success metrics, ensuring alignment with broader company goals
- Design, implement, and refine scalable processes, playbooks, and best practices for the Customer Success organization
- Partner with cross-functional leaders (Sales, Product, Support) to ensure strategic alignment and advocate for customer needs at a leadership level
- Act as the primary point of escalation for complex customer issues, guiding your team to effective resolutions
- Analyze team performance and customer health data to identify trends, forecast retention, and drive strategic initiatives
- Oversee the delivery of high-impact success reviews and strategic success plans across your team's portfolio
- Synthesize feedback from your team to provide actionable insights to Product and Engineering, influencing the product roadmap
- Develop and maintain relationships with key customer stakeholders, acting as an executive sponsor where needed
Skills
- 8-10+ years of experience in Customer Success, Account Management, or a related field in SaaS or enterprise software
- 5+ years of direct people management experience, with a proven ability to lead, coach, and motivate a team
- Demonstrated success in managing complex customer relationships and driving measurable results through a team
- Exceptional communication and leadership skills, with an ability to influence and align stakeholders at all levels, including senior executives
- Experience designing and scaling cross-functional processes and workflows
- Deep expertise with CSM platforms (e.g., Salesforce, Gainsight) to manage team performance and derive strategic insights
- Strong organizational skills and a proven ability to manage competing priorities in a dynamic environment
Benefits
- Health and wellness coverage: Medical, dental, and vision insurance
- Disability coverage: Short-term and long-term disability
- Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
- Additional life coverage options: Supplemental life insurance for employees, spouses, and children
- Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
- Financial security: 401(k) Savings and Investment Plan with company matching
- Time off benefits: Flexible vacation policy
- Holidays: 8 paid holidays annually
- Sick leave
- Parental support: Paid parental leave
- Employee Assistance Program (EAP) and Care Counselors
- Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
- Health Savings Account (HSA) with employer contribution
Company Overview
Company H1B Sponsorship