Customer Success Manager

4 months ago

Austin, United States SailPoint Technologies Full time

The SailPoint Customer Success team is dedicated to maximizing the value our customers derive from our solutions. We strive to build lasting relationships that ensure customers achieve long-term success and become loyal advocates for SailPoint.

The Role: As a Customer Success Manager, you'll champion client satisfaction and serve as a strategic advisor for State and Local Government and Higher Education (SLED) accounts. You'll build trust, proactively guide clients in the optimal use of SailPoint products, and identify opportunities to deepen their engagement and drive greater business value.

Key Responsibilities: Build Relationships: Establish strong, collaborative partnerships with key stakeholders within assigned client accounts.

Maximize Value: Provide expert guidance and best practices to ensure clients use SailPoint solutions effectively and realize their desired business outcomes.

Drive Success: Understand client goals and challenges; recommend solutions that leverage the full potential of SailPoint's products to resolve pain points.

Strategic Insights: Monitor accounts, identify risks and opportunities, and provide regular updates to SailPoint leadership and relevant teams.

Growth Mindset: Proactively identify ways to expand SailPoint's footprint within client organizations, maximizing success and revenue.

Advocate & Renew: Be the client's voice within SailPoint, ensuring their needs are met and actively ensuring smooth contract renewals.

Ideal Candidate: Bachelor’s degree or global equivalent experience (technical degree a plus).

Customer-Centric: Exceptional relationship-building skills, proven ability to establish trust, and an innate commitment to client satisfaction.

Strategic Consultant: Strong analytical and consulting mindset, able to translate technical concepts into business value propositions.

Communicator: Excellent written and verbal communication; able to engage both technical and executive audiences effectively.

Proactive & Organized: Self-starter with superior time management and prioritization skills.

Within the first month: You will be trained on internal SailPoint processes and products and join other CSMs on customer calls. Within 4-7 weeks, you will have customer introductions as the point of contact and familiarize yourself with different departments like support, product management, development, and sales on behalf of the customer. You will have demonstrated responsiveness and accountability to customers.

Within 3 months: You will have received 1/3 or more of your book of business and have guided customers towards identity objectives through recurring touch point meetings. You will have gathered a high-level understanding of the product portfolio, the value proposition, and how customers are using products.

Within 1 year: You will have successfully received your entire book of business and all accounts while identifying referenceable customers. You will have conducted executive business reviews for clients and identified and remediated accounts at risk of churn.

Travel: Estimated from 10% to 25%

Let's make this a win-win If you're passionate about delivering long-term customer success and thrive in a collaborative environment, we'd love to hear from you.

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