Principal Customer Success Manager

As a Principal Customer Success Manager (Principal CSM), you will serve as a senior strategic partner to our most complex and high-value customers, while also acting as a thought leader and mentor within the Customer Success organization. This role extends beyond traditional account management—you will be responsible for driving customer value, influencing product direction, and establishing best practices. You will collaborate closely with cross‑functional stakeholders in Product, Sales, Support, and Marketing to ensure that our customers achieve measurable business outcomes and long‑term success.

This position is well‑suited for an experienced CSM who excels in strategic discussions, is comfortable navigating ambiguity, and enjoys mentoring colleagues.

• Strategic Customer Management Own executive relationships and success planning for a portfolio of strategic accounts.
• Partner with customers to define success metrics, drive adoption, and ensure long‑term satisfaction and retention.
• Act as a trusted advisor, providing insights that align our solutions with customers’ business goals.
• Thought Leadership & Best Practices Lead cross‑functional initiatives to scale best practices across the Customer Success organization. Develop frameworks, playbooks, and templates to improve customer engagement and outcomes. Represent Customer Success in product feedback loops, contributing to roadmap discussions.
• Mentorship & Leadership Coach and mentor other CSMs to build capabilities in strategic thinking, customer engagement, and influence. Serve as a role model and informal leader within the team, driving a culture of excellence and collaboration.

• 8+ years of experience in Customer Success, Account Management, or Strategic Consulting, preferably in SaaS or enterprise software.
• Proven track record of managing complex, enterprise‑level accounts and delivering measurable business value.
• Exceptional communication, relationship‑building, and executive presence skills.
• Experience working cross‑functionally with Product, Support, Sales, and Engineering teams.
• Demonstrated ability to lead initiatives, mentor peers, and influence at all levels of an organization.
• Strong business acumen and problem‑solving skills.
• Familiarity with tools like Salesforce, Gainsight, or similar customer success platforms.
• Industry expertise relevant to our customer base.

• 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 plans for key accounts, analyzing customer health and churn risk.

• Sales Alignment:
  Identify and draft a plan of how to engage with Sales for an example of upsell, cross‑sell, and expansion…