Senior Manager, Customer Success

SailPoint•Austin, TX

20h

About The Position

As the Senior Manager of Customer Success, you will lead, mentor, and scale a team of Customer Success Managers (CSMs) dedicated to helping our customers achieve measurable business outcomes. You will be responsible for the overall success of your team's portfolio, driving product adoption, satisfaction, and retention for our high-value customers. You will act as a strategic leader and coach, empowering your team to serve as trusted advisors and ensuring their growth and development. In this role, you will work closely with senior leadership across Product, Sales, and Support to champion the voice of the customer and drive a seamless, high-impact customer experience. You bring a strong track record of building and leading successful teams, strategic planning, and operational excellence in a fast-paced environment.

Requirements

8-10+ years of experience in Customer Success, Account Management, or a related field in SaaS or enterprise software.
5+ years of direct people management experience, with a proven ability to lead, coach, and motivate a team.
Demonstrated success in managing complex customer relationships and driving measurable results through a team.
Exceptional communication and leadership skills, with an ability to influence and align stakeholders at all levels, including senior executives.
Experience designing and scaling cross-functional processes and workflows.
Deep expertise with CSM platforms (e.g., Salesforce, Gainsight) to manage team performance and derive strategic insights.
Strong organizational skills and a proven ability to manage competing priorities in a dynamic environment.

Responsibilities

Lead, mentor, and develop a high-performing team of Customer Success Managers, fostering a culture of excellence and accountability.
Oversee your team's portfolio of strategic accounts, providing guidance on success planning, risk mitigation, and growth strategies.
Conduct regular coaching sessions, performance reviews, and career development planning to ensure the professional growth of your team members.
Set clear team objectives and success metrics, ensuring alignment with broader company goals.
Design, implement, and refine scalable processes, playbooks, and best practices for the Customer Success organization.
Partner with cross-functional leaders (Sales, Product, Support) to ensure strategic alignment and advocate for customer needs at a leadership level.
Act as the primary point of escalation for complex customer issues, guiding your team to effective resolutions.
Analyze team performance and customer health data to identify trends, forecast retention, and drive strategic initiatives.
Oversee the delivery of high-impact success reviews and strategic success plans across your team's portfolio.
Synthesize feedback from your team to provide actionable insights to Product and Engineering, influencing the product roadmap.
Develop and maintain relationships with key customer stakeholders, acting as an executive sponsor where needed.

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