Customer Success Operations Analyst

• Own the ATR Pipeline:
• Maintain and continuously refine the Available to Renew pipeline. Ensure accuracy and completeness in CRM data (e.g. renewal dates values stages) and proactively highlight discrepancies and upcoming renewals.
• Forecast Renewals and Churn:
• Build maintain and iterate on renewal forecastsincluding expected churn slippage and ontime renewals. Partner with CS leaders to refine forecasting methodology and flag atrisk renewals.
• Analyze Customer Health & Trends:
• Use usage data lifecycle metrics and qualitative CSM inputs to identify renewal risk and opportunity. Translate findings into actionable insights that drive retention playbooks.
• Deliver Operational Reporting:
• Create and maintain dashboards and reports that track core KPIsnet/gross retention renewal forecast vs. actual churn reasons and coverage ratios. Provide weekly updates to CS and Revenue leaders.
• Process Optimization & Best Practices:
• Identify gaps in the renewal workflow and partner with CS Ops Finance and RevOps to implement scalable improvements. Help drive automation and process clarity across renewal management.

• 6 yearsin Customer Success Revenue Operations or Business Operationspreferably in B2B SaaS.
• Advanced proficiency inSQL(for data extraction and transformation) andExcel(modeling analysis pivoting data visualization).
• Proven success buildingrenewal forecasts churn models and customer health metrics.
• Strong understanding ofSaaS renewal mechanicse.g. NRR GRR ARR churn reasons and expansion levers.
• Excellent communication skillsable to distill insights and collaborate across Customer Success Renewals Sales and Finance.
• High ownership mindset; thrives as a handson contributor and independent problem solver.

• Experience withSalesforceGainsight or similar CS/CRM platforms.
• Familiarity with BI tools such asLooker Tableau orPower BI.
• Understanding of renewal workflows contract terms and postsales handoffs.
• Experience supporting Enterprise CSM teams or complex customer lifecycles.

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 rolespecific 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 SailPoints 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 USbased employees will be in this range from (minmidmax USD):

Base salaries for employees based in other locations are competitive for the employees home location.

Benefits Overview

1. Health and wellness coverage: Medical dental and vision insurance

2. Disability coverage: Shortterm and longterm disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees spouses and children

5. Flexible spending accounts for health care and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits: Legal Assistance Critical Illness Accident Hospital Indemnity and Pet Insurance options

13. 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 or mail to 11120 Four Points Dr Suite 100 Austin TX 78726 to discuss reasonable accommodations.