Customer Success Manager - East
About The Position
The SailPoint Customer Success team is responsible for helping our customers get maximum value out of SailPoint products or services, resulting in the business receiving maximum lifetime value and loyalty from the customer. The Customer Success Manager is responsible for ensuring overall customer satisfaction and establishing strong, referenceable relationships. They develop and maintain long-term business partnerships between SailPoint and assigned customer accounts. In this capacity, the CSM will be customer advocates and trusted business advisors across multiple accounts, supporting customers in achieving success through the effective utilization of SailPoint’s products and services. Additionally, the role involves facilitating successful contract renewals. Description: · Manage the business relationship between SailPoint and assigned customer accounts, responsible for overall success and satisfaction · Provide coaching and guidance to customers on the use of SailPoint solutions for identity management, compliance, role management, and access request management. · Develop insights into the challenges faced by customer organizations and provide recommendations based on an in-depth understanding of how SailPoint solves those problems. Proactively share best practices. · Monitor accounts for changes in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could influence the client’s ongoing use and/or satisfaction with SailPoint’s products and services · Provide strategic updates on customer’s performance to SailPoint Senior Management. · Identify new opportunities for expanding SailPoint product/service usage to maximize customer success and SailPoint revenue growth · Ensure maintenance contract renewal. Meeting or exceed renewal and retention targets
Requirements
- Bachelor’s degree or equivalent work experience
- 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 customer 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 several tasks concurrently
- Ability to build lasting relationships based on trust
- Takes ownership of customer issues and drives to resolution
- Proficiency with CRM software
- Self-motivated, strong work ethic, creative, customer-centric personality with a genuine commitment to continuous professional development.
Responsibilities
- Manage the business relationship between SailPoint and assigned customer accounts, responsible for overall success and satisfaction
- Provide coaching and guidance to customers on the use of SailPoint solutions for identity management, compliance, role management, and access request management.
- Develop insights into the challenges faced by customer organizations and provide recommendations based on an in-depth understanding of how SailPoint solves those problems. Proactively share best practices.
- Monitor accounts for changes in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could influence the client’s ongoing use and/or satisfaction with SailPoint’s products and services
- Provide strategic updates on customer’s performance to SailPoint Senior Management.
- Identify new opportunities for expanding SailPoint product/service usage to maximize customer success and SailPoint revenue growth
- Ensure maintenance contract renewal. Meeting or exceed renewal and retention targets
Benefits
- Health and wellness coverage: Medical, dental, and vision insurance
- Disability coverage: Short-term and long-term disability
- Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
- Additional life coverage options: Supplemental life insurance for employees, spouses, and children
- Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
- Financial security: 401(k) Savings and Investment Plan with company matching
- Time off benefits: Flexible vacation policy
- Holidays: 8 paid holidays annually
- Sick leave
- Parental support: Paid parental leave
- Employee Assistance Program (EAP) and Care Counselors
- Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
- Health Savings Account (HSA) with employer contribution
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
