Customer Success Manager

Customer Success Manager page is loaded Customer Success Managerlocations: Local Office (London, UK)time type: Full timeposted on: Posted Todayjob requisition id: R012952The 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 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 SailPoint's products and services Provide 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 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 baseRequirements: Bachelor's 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 company's 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 customer's objectives and opportunities Customer 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 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 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 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.SailPoint is a leading provider of identity security for the modern enterprise. Enterprise security starts and ends with identities and their access, yet the ability to manage and secure identities today has moved well beyond human capacity. Using a foundation of artificial intelligence and machine learning, the SailPoint Identity Security Platform delivers the right level of access to the right identities and resources at the right time-matching the scale, velocity, and environmental needs of today's cloud-oriented enterprise. Our intelligent, autonomous, and integrated solutions put identity security at the core of digital business operations, enabling even the most complex organizations across the globe to build a security foundation capable of defending against today's most pressing threats.The employment policy of SailPoint is to provide equal opportunity to all persons, and it is SailPoint's policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities.It is SailPoint's policy to recruit, hire, train and promote qualified individuals in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, national origin, sex, military and/or veteran status, disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements. SailPoint does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986.Employees and applicants shall not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in or may engage in any of the following activities: Filing a complaint; Assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of the affirmative action provisions of Section 503, VEVRAA, or any other Federal, State or local law requiring equal opportunity for