Program Manager, Customer Success Strategy

SailPoint • Austin, TX

1d

About The Position

We are looking for an energetic and forward-thinking Program Manager to join our Global Customer Success Strategy team at SailPoint. In this role, you will be instrumental in designing and shaping the overarching SailPoint Customer Experience (CX) strategy. You will spearhead the creation of scalable, strategic lifecycle programs focused squarely on accelerating product adoption, securing retention, and continuously improving the end-to-end customer journey on a global scale. Working closely with cross-functional partners in Revenue Operations, Enablement, Customer Success, Product, and Marketing, you will translate strategic vision into executed programs. Your work will play a pivotal role in maximizing customer value and impacting core business outcomes, including Gross Revenue Retention (GRR), Net Retention Rate (NRR), and Time-to-Value (TTV).

Requirements

• 3+ years of experience in program management, ideally within SaaS or software industries, with a successful history of driving strategic lifecycle programs (adoption, retention, and CX initiatives).
• Strong strategic mindset with the demonstrated ability to conceptualize, design, and implement comprehensive CX and customer success programs from the ground up.
• Experience working with or alongside Customer Success platforms (e.g., Gainsight), marketing automation tools, or digital community/self-service platforms to deliver scaled programs.
• Proficient in analyzing data, generating actionable insights, and tying program performance directly to core SaaS metrics (GRR, NRR, TTV, adoption milestones).
• Excellent communicator, with the ability to articulate ideas, influence cross-functional stakeholders, and present confidently at all levels of the organization.
• Proven ability to manage multiple, complex projects under tight deadlines, balancing competing priorities and driving alignment across distinct teams.

Responsibilities

• Play a key role in designing the SailPoint CX strategy, developing and continually refining customer journey frameworks that drive adoption, retention, and advocacy at every touchpoint.
• Design, execute, and track the progress of critical operational and lifecycle programs.
• Implement lifecycle management processes and best-practice playbooks tailored to distinct customer segments.
• Own and scale the Customer Feedback program, establishing closed-loop processes and communication workflows to ensure customer signals directly inform our CX strategy.
• Drive the strategy and content roadmap for the Customer Success Center to enable scaled, self-service customer enablement and adoption.
• Architect digital journey workflows and partner collaboratively with Marketing, Product, and Revenue Operations to execute adoption, enablement, and go-to-market campaigns.
• Leverage data insights to measure program impact on core SaaS metrics, iterating on digital assets, playbooks, and campaigns to maximize customer value.

Benefits

• SailPoint Corporate Bonus Plan or a role-specific commission
• Equity participation
• 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: Mid Level
• Education Level: No Education Listed