Head of Global Customer Success Operations
About The Position
Head of Customer Success Operations Are you passionate about driving revenue growth through data-driven customer success strategies? Do you thrive in a fast-paced environment where you can build and lead a high-performing team? If so, SailPoint is looking for a Head of Global Customer Success Operations to join our team. Reporting directly to the VP of Revenue Operations, this individual will be a key partner to the Chief Customer Officer (CCO) and their team, ensuring customer success initiatives are executed efficiently and effectively. This role will be instrumental in leading a world-class customer success operations function, encompassing customer success management, customer support, and training, to deliver exceptional value and foster long-term customer relationships.
Requirements
- 6+ years of experience in B2B SaaS operations or customer success—preferably in a scaling or enterprise environment.
- Deep fluency in CS metrics, journey mapping, health scoring, and segmentation strategies.
- Strong analytical and data visualization skills (Excel, SQL, BI tools like Tableau/Looker).
- Proven ability to lead cross-functional initiatives and translate vision into execution.
- Experience managing and mentoring high-performance ops teams.
- Comfort operating in ambiguity while maintaining rigor and accountability.
Nice To Haves
- Experience with Gainsight, Salesforce, CPQ, or customer lifecycle tools.
Responsibilities
- Partner with Leadership to build and evolve scalable processes across onboarding, adoption, health monitoring, retention, and expansion.
- Define KPIs, build dashboards, and deliver actionable insights that drive customer health and lifetime value.
- Lead and mentor a high-performing CS Ops team—cultivating a culture of accountability, growth, and impact.
- Partner with Sales, Product, Marketing, and Finance to align customer initiatives and enhance the end-to-end experience.
- Own the various post-sales forecasting and modeling to support strategic planning and board-level visibility.
- Bring a continuous improvement mindset to tooling, systems, playbooks, and automation across all customer teams.
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
- SailPoint Corporate Bonus Plan or a role-specific commission
- Potential eligibility for equity participation
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
501-1,000 employees
