Principal Customer Success Manager

SailPoint is a company focused on customer success, and they are seeking a Principal Customer Success Manager to serve as a strategic partner for high-value customers. This role involves driving customer value, influencing product direction, and mentoring within the Customer Success organization.

Responsibilities:

• 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
• 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
• 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

Requirements:

• 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