Note: The job is a remote job and is open to candidates in USA. SailPoint is seeking a Principal Customer Success Manager to serve as a senior strategic partner to complex, high-value customers. The role focuses on driving customer value, managing executive relationships, influencing product direction, establishing best practices, and mentoring Customer Success Managers through cross-functional collaboration.
Responsibilities
- Own executive relationships and success planning for a portfolio of strategic accounts
- Partner with customers to define success metrics, drive adoption, and ensure long-term satisfaction and retention
- Act as a trusted advisor, providing insights that align our solutions with customers’ business goals
- Lead cross-functional initiatives to scale best practices across the Customer Success organization
- Develop frameworks, playbooks, and templates to improve customer engagement and outcomes
- Represent Customer Success in product feedback loops, contributing to roadmap discussions
- Coach and mentor other CSMs to build capabilities in strategic thinking, customer engagement, and influence
- Serve as a role model and informal leader within the team, driving a culture of excellence and collaboration
- 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
- 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
- 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
Skills
- 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
- Estimated from 10% to 25%
Benefits
- SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for 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
- Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
- Health Savings Account (HSA) with employer contribution
Company Overview
Company H1B Sponsorship