Program Manager, Customer Success Strategy

SailPoint Technologies, Inc. is seeking a forward-thinking Program Manager to join their Global Customer Success Strategy team. This role involves designing and shaping the SailPoint Customer Experience strategy, focusing on accelerating product adoption and improving the customer journey globally.

Responsibilities:

• Play a key role in designing the SailPoint CX strategy, developing and continually refining customer journey frameworks that drive adoption, retention, and advocacy at every touchpoint
• Design, execute, and track the progress of critical operational and lifecycle programs. Implement lifecycle management processes and best-practice playbooks tailored to distinct customer segments
• Own and scale the Customer Feedback program, establishing closed-loop processes and communication workflows to ensure customer signals directly inform our CX strategy
• Drive the strategy and content roadmap for the Customer Success Center to enable scaled, self-service customer enablement and adoption
• Architect digital journey workflows and partner collaboratively with Marketing, Product, and Revenue Operations to execute adoption, enablement, and go-to-market campaigns
• Leverage data insights to measure program impact on core SaaS metrics, iterating on digital assets, playbooks, and campaigns to maximize customer value

Requirements:

• 3+ years of experience in program management, ideally within SaaS or software industries, with a successful history of driving strategic lifecycle programs (adoption, retention, and CX initiatives)
• Strong strategic mindset with the demonstrated ability to conceptualize, design, and implement comprehensive CX and customer success programs from the ground up
• Experience working with or alongside Customer Success platforms (e.g., Gainsight), marketing automation tools, or digital community/self-service platforms to deliver scaled programs
• Proficient in analyzing data, generating actionable insights, and tying program performance directly to core SaaS metrics (GRR, NRR, TTV, adoption milestones)
• Excellent communicator, with the ability to articulate ideas, influence cross-functional stakeholders, and present confidently at all levels of the organization
• Proven ability to manage multiple, complex projects under tight deadlines, balancing competing priorities and driving alignment across distinct teams