Manager, Customer Success Management

Manager, Customer Success Sail Point  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. Delivered at the scale our enterprise customer's demand.

We are proud of our team and the culture we have built which has led to our employees voting us “best places to work” – 15 years in a row.

The Role 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…