Customer Success Manager at Sailpoint

Manage the business relationship between SailPoint and assigned client accounts; responsible for protecting and growing the revenue base of your portfolio
Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could influence the clients' ongoing use of SailPoint's products and services
Create and implement customer success plans that outline business objectives, success metrics, potential challenges, tasks, owners and timelines.
Act as the liaison for technical inquiries, issues or escalations. This will include working with Support, Engineering, Professional Services, Product Management and others as needed.
Identify new opportunities for expanding SailPoint product/service usage to maximize client success and SailPoint revenue growth
Identify renewal risk and collaborate with internal teams to remediate and ensure successful on-time renewal.
About you:
Strong customer facing skills (executive presence, writing skills, phone skills). Demonstrates a highly professional demeanour
Strong consulting skills. Ability to gather and analyse information and produce strategic insights into organizational and technical challenges
Ability to communicate technical details to a non-technical audience. Ability to foster credibility with both technical and executive audiences
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
Self-motivated, proactive, strong work ethic, creative, customer-centric mindset
Bachelor's degree or equivalent work experience (technical degree or master's degree a plus)
The Path to Success
Within the first 30 days:
SailPoint Overview: Learn about the company's history, mission and core values
Product / Service Offering: Learn the SailPoint pitch
Meet the team: Introduce yourself to key stakeholders such as regional leaders, your team, AEs, marketing, channel, support, professional services, etc
Mentorship: Meet your onboarding buddy and set up regular meetings & 1:1s with your manager
Tools: Familiarize yourself with the tools provided, such as Salesforce, Gainsight, Tableau, ServiceNow, etc.
60 days:
Enablement: Complete revenue org onboarding enablement, role specific enablement, SailPoint certifications, and all assigned compliance / security tasks
Shadowing: Shadow CSMs on customer meetings
Portfolio: Review your assigned customer portfolio, familiarise yourself with the customer success plans, conduct internal handovers with AEs/CSMs to understand each customer's objectives and opportunities
90 days:
Customer Meetings: Conduct introduction sessions & schedule r

Customer Success Manager

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