Principal Customer Success Manager

SailPoint

1d

About The Position

As a Principal Customer Success Manager, you will serve as a senior strategic partner to our most complex and high-value customers, while also acting as a thought leader and mentor within the Customer Success organization. This role extends beyond traditional account management—you will be responsible for driving customer value, influencing product direction, and establishing best practices. You will collaborate closely with cross-functional stakeholders in Product, Sales, Support, and Marketing to ensure that our customers achieve measurable business outcomes and long-term success. This position is well-suited for an experienced CSM who excels in strategic discussions, is comfortable navigating ambiguity, and enjoys mentoring colleagues.

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

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.

Benefits

• Medical, dental, and vision insurance
• Short-term and long-term disability
• Life insurance and Accidental Death & Dismemberment (AD&D)
• Supplemental life insurance for employees, spouses, and children
• Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
• 401(k) Savings and Investment Plan with company matching
• Flexible vacation policy
• 8 paid holidays annually
• Sick leave
• Paid parental leave
• Employee Assistance Program (EAP) and Care Counselors
• Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
• Health Savings Account (HSA) with employer contribution

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed