Customer Success Manager

SailPoint provides identity security products and services that help organizations manage access, compliance, and identity-related risks. The Customer Success Manager builds and manages long-term client relationships, drives customer satisfaction and product adoption, identifies expansion opportunities, and supports contract renewals across assigned accounts.

Responsibilities:

• Manage the business relationship between SailPoint and assigned client accounts; responsible for overall client satisfaction
• Provide coaching and advice to clients on the use of SailPoint’s solutions for identity management, compliance, role management, and access request management; develop insights into the challenges faced by client organizations and provide recommendations based on an in-depth understanding of how Identity Security Cloud solves those problems
• Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could have an effect on the clients’ ongoing use and/or satisfaction with SailPoint’s products and services
• Provide strategic updates on clients’ performance to SailPoint Senior Management. Provide regular status updates to account teams and Sales Managers
• Identify new opportunities for expanding SailPoint product/service usage to maximize client success and SailPoint revenue growth
• Ensure maintenance contract renewal
• 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 QBR 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 within one key existing account, along with expected close dates and a plan to translate that into a qualified lead
• Risk Sensing: Be fully able to identify renewal and forecasting risks across your book of business
• Strategic Courage: Demonstrate courage by asking uncomfortable, difficult, or "big" questions to both internal teams and customers to drive progress

Requirements:

• • Bachelor's degree or 1-3 years of experience in Customer Success
• • Strong customer facing skills (executive presence, writing skills, phone skills).  Demonstrates a highly professional demeanor
• • Strong consulting skills. Ability to gather and analyze information and produce strategic insights into clients' organizational and technical challenges
• • Ability to communicate technical details to a non-technical audience. Ability to foster credibility with a technical audience
• • Ability to set and communicate expectations; skill in mediating and resolving problems
• • Must be highly organized and able to prioritize and process a number of tasks concurrently
• • Ability to build lasting relationships based on trust
• • Takes ownership of customer issues and drives to resolution
• • Self-motivated, strong work ethic, creative, customer-centric personality
• • Estimated from 10% to 25%