Principal Customer Success Manager

SailPoint is seeking a Principal Customer Success Manager to serve as a senior strategic partner to complex, high-value customers. The role focuses on driving customer value, managing executive relationships, influencing product direction, establishing best practices, and mentoring Customer Success Managers through cross-functional collaboration.

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
• 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:

• 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
• Estimated from 10% to 25%