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 SailPoints product and services.

This role is all about ensuring tangible value realisation through verified outcome delivery and is not a quota carrying sales position 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 of Verified Outcomes and Retention

• Compile clear time-boxed plans/engagement models to ensure delivery of a successful identity security program over time

• Monitor 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 SailPoints products and services

• Provide coaching and advice to clients on the use of SailPoints 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 problems

• Interfacing with delivery partners on project statuses compiling mutual plans in advancement

• Provide strategic updates on clients performance to SailPoint Senior Management plus additional functions

• Identify new opportunities for expanding SailPoint product/service usage to maximise client success and SailPoint revenue growth

• Ensure customer renewal and retention for SailPoint

• Cultivate additional SailPoint Advocates within assigned customer base

Requirements:

• Bachelors degree or equivalent work experience

• Strong customer facing skills with a highly professional demeanour

• Strong consulting skills. Ability to gather and analyze information and produce strategic insights into clients organisational and technical challenges

• Ability to communicate technical details to a non-technical audience

• Ability to set and communicate expectations skill in mediation

• Must be highly organised and able to define structure with multiple stakeholders

• Ability to build lasting relationships based on trust

• Takes ownership of challenges aligning with necessary subject-matter expertise to mitigate

• Self-motivated strong work ethic creative customer-centric personality

• Advantage: Any experience in outcome/requirements formulation or project management/delivery planning

The path to success
Within the first 30 days:

• SailPoint Overview: Learn about the companys history mission and core values

• Product / Service Offering: Learn the SailPoint pitch

• Meet the team: Introduce yourself to key stakeholders such as regional leaders your team AEs marketing channel support professional services etc

• Mentorship: Meet your onboarding buddy and set up regular meetings & 1:1s with your manager

• Tools: 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 tasks

  • Shadowing: Shadow CSMs on customer meetings

  • Portfolio: Review your assigned customer portfolio familiarise yourself with the customer success plans conduct internal handovers with AEs/CSMs to understand each customers objectives and opportunities

• Customer Meetings: Conduct introduction sessions & schedule regular meetings with your customer base

90 days:

• Renewals: Accurately forecast renewals identify & mitigate risk and work with Renewals Managers AEs and Partners to close renewals on time

• Revenue Generation: Uncover opportunities for upsell/cross-sell based on customer utilisation and expanded use cases

• Customer Advocacy: Build customer champions through the SailPoint Admirals Program case studies and customer speaking opportunities for user groups

• Continuous Learning: Stay up to date on new information distributed to the team product roadmaps thought leadership and industry trends

• Feedback: Actively seek and incorporate feedback from peers mentors and management

Travel:
Estimated from 10% to 25%