Senior Manager, Customer Success

SailPoint is a leading company in the software industry, and they are seeking a Senior Manager of Customer Success to lead and mentor a team of Customer Success Managers. The role focuses on driving product adoption, satisfaction, and retention for high-value customers while ensuring the team's growth and operational excellence.

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

Requirements:

• 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