Customer Success Manager

The SailPoint customer success team take responsibility for our customer journey and value realised from our platform, striving for positive business results for our customer and continued loyalty for SailPoint. Due to continued growth in our business, we have a new opening for a Customer Success Manager (CSM) in the UK!A CSM is responsible for overall client retention and advocacy, building and sustaining long-term business relationships between SailPoint and assigned client accounts. This role serves as an advisor and business consultant for multiple accounts by helping our clients achieve success through the use of SailPoint’s product and services.This role is all about ensuring tangible value realisation through verified outcome delivery, and is not a quota carrying salesposition, and represents a great opportunity for the right candidate to join our business, and grow as a professional in line with our wider strategy.Description:Manage a successful business relationship between SailPoint and assigned client accounts; benchmarked on the achievement of a fixed number ofVerified Outcomes and RetentionCompile clear, time-boxed plans/engagement models to ensure delivery of a successful identity security program over timeMonitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could have an effect on the clients’ ongoing use and/or satisfaction with SailPoint’s products and servicesProvide coaching and advice to clients on the use of SailPoint’s solutions for identity management, compliance, role management, and access request management; develop insights into the challenges faced by client organisations and provide recommendations based on an in-depth understanding of how the SailPoint platform solves those problemsInterfacing with delivery partners on project statuses, compiling mutual plans in advancementProvide strategic updates on clients’ performance to SailPoint Senior Management, plus additional functionsIdentify new opportunities for expanding SailPoint product/service usage to maximise client success and SailPoint revenue growthEnsure customer renewal and retention for SailPointCultivate additional SailPoint Advocates within assigned customer baseRequirements:Must be fluent in German and English. Additional languages an advantageBachelor’s degree or equivalent work experienceStrong customer facing skills, with a highly professional demeanourStrong consulting skills. Ability to gather and analyze information and produce strategic insights into clients’ organisational and technical challengesAbility to communicate technical details to a non-technical audienceAbility to set and communicate expectations, skill in mediationMust be highly organised and able to define structure with multiple stakeholdersAbility to build lasting relationships based on trustTakes ownership of challenges, aligning with necessary subject-matter expertise to mitigateSelf-motivated, strong work ethic, creative, customer-centric personalityAdvantage: Any experience in outcome/requirements formulation, or project management/delivery planningThe path to successWithin the first 30 days:SailPoint Overview: Learn about the company’s history, mission and core valuesProduct / Service Offering: Learn the SailPoint pitchMeet the team: Introduce yourself to key stakeholders such as regional leaders, your team, AEs, marketing, channel, support, professional services,etcMentorship: Meet your onboarding buddy and set up regular meetings & 1:1s with your managerTools: 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 tasksShadowing: Shadow CSMs on customer meetingsPortfolio: 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 opportunitiesCustomer Meetings: Conduct introduction sessions & schedule regular meetings with your customer base90 days:Renewals: Accurately forecast renewals, identify & mitigate risk, and work with Renewals Managers, AEs and Partners to close renewals on timeRevenue Generation: Uncover opportunities for upsell/cross-sell based on customer utilisation and expanded use casesCustomer Advocacy: Build customer champions through the SailPoint Admirals Program, case studies, and customer speaking opportunities foruser groupsContinuous Learning: Stay up to date on new information distributed to the team, product roadmaps, thought leadership and industry trendsFeedback: Actively seek and incorporate feedback from peers, mentors and managementTravel:Estimated from 10% to 25%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 applicationassistance@sailpoint.com 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.