Customer Success Manager

The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services, so the business gets maximum lifetime value and loyalty from the customer. The Customer Success Manager is responsible for overall client satisfaction and referenceability, building and managing long-term business relationships between SailPoint and assigned client accounts. This role serves as a customer advocate and business consultant for multiple accounts by helping our clients achieve success through the use of SailPoint’s product and services.

This role is all about client satisfaction and is not a quota carrying sales position.

Description:

Manage the business relationship between SailPoint and assigned client accounts; responsible for overall client satisfaction Provide coaching and advice to clients on the use of SailPoint’s solutions for identity management, compliance, role management, and access request management; develop insights into the challenges faced by client organizations and provide recommendations based on an in-depth understanding of how Identity Security Cloud solves those problems.

Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could have an effect on the clients’ ongoing use and/or satisfaction with SailPoint’s products and services Provide strategic updates on clients’ performance to SailPoint Senior Management. Provide regular status updates to account teams and Sales Managers Identify new opportunities for expanding SailPoint product/service usage to maximize client success and SailPoint revenue growth Ensure maintenance contract renewal.

• Bachelor’s degree or equivalent work experience (technical degree or masters degree a plus)
• Strong customer facing skills (executive presence, writing skills, phone skills).
• Demonstrates a highly professional demeanor.
• Strong consulting skills.
• Ability to gather and analyze information and produce strategic insights into clients’ organizational and technical challenges.
• Ability to communicate technical details to a non-technical audience.
• Ability to foster credibility with a technical audience.
• Ability to set and communicate expectations; skill in mediating and resolving problems.
• Must be highly organized and able to prioritize and process a number of tasks concurrently.
• Ability to build lasting relationships based on trust.
• Takes ownership of customer issues and drives to resolution.
• Self-motivated, strong work ethic, creative, customer-centric personality.

Upon completing SailPoint specific trainings, understanding the SailPoint products, core value, features, and use cases Demonstrate proficiency in SailPoint’s CRM tool, and articulating the value of Success Plans in delivering customer results. Stakeholder Mapping:
After meeting with key stakeholders (cross-functional and within the Customer Success Department), create and present a stakeholder map to demonstrate your understanding of how to maximize partnerships and collaboration workflows, including defining each member's role and responsibilities within accounts.

Opportunity Identification:
Identify adoption and expansion opportunities in 1–2 accounts using data-driven insights and present a mock Q  use case to leadership. Account Prioritization:
Demonstrate customer prioritization by categorizing your assigned accounts based on their needs, health score, and product maturity, then devise a tailored cadence of touchpoints based on this prioritization. Portfolio Analysis:
Complete a thorough account review for 5 accounts using Gainsight data to demonstrate an understanding of success…