Principal Customer Success Manager

Qualifications

• 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
• The Path to Success
• 30 Day Milestones
• Upon completing SailPoint specific trainings, understanding the SailPoint products, core value, features, and use cases
• Demonstrate proficiency in SailPoint’s CRM tool, and articulating the value of Success Plans in delivering customer results.
• Stakeholder Mapping: After meeting with key stakeholders (cross-functional and within the Customer Success Department), create and present a stakeholder map to demonstrate your understanding of how to maximize partnerships and collaboration workflows, including defining each member's role and responsibilities within accounts.
• 60 Day Milestones
• Opportunity Identification: Identify adoption and expansion opportunities in 1–2 accounts using data-driven insights and present a mock QBR use case to leadership.
• Account Prioritization: Demonstrate customer prioritization by categorizing your assigned accounts based on their needs, health score, and product maturity, then devise a tailored cadence of touchpoints based on this prioritization.
• Portfolio Analysis: Complete a thorough account review for 5 accounts using Gainsight data to demonstrate an understanding of success plans for key accounts, analyzing customer health and churn risk.
• 90 Day Milestones
• Sales Alignment: Identify and draft a plan of how to engage with Sales for an example of upsell, cross-sell, and expansion within one key existing account, along with expected close dates and a plan to translate that into a qualified lead.
• Risk Sensing: Be fully able to identify renewal and forecasting risks across your book of business.
• Strategic Courage: Demonstrate courage by asking uncomfortable, difficult, or "big" questions to both internal teams and customers to drive progress.
• Travel:
• Estimated from 10% to 25%
• Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.
• As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-max, USD):
• Base salaries for employees based in other locations are competitive for the employee’s home location.
• Benefits Overview
• 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 is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.
• Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.