Manager, Customer Success Management

Responsibilities:

• Drive regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) by ensuring your team systematically delivers and verifies business outcomes for our customers


• Coach, mentor, and upskill regional CSMs to achieve 100% target attainment across key performance metrics, managing regional capacity, onboarding, and talent retention


• Serve as the regional escalation point, partnering with CSMs to architect action plans for at risk accounts, ensuring swift path to resolution on critical field issues


• Own regional reporting and forecasting accuracy for account health, program progression, customer sentiment, and risk indicators to drive executive visibility


• Cultivate strategic relationships with executive stakeholders within key accounts to accelerate their Identity Security maturity journey and secure renewal predictability


• Act as a strategic conduit, translating customer objectives into actionable insights for various internal stakeholders

Education & Qualifications

• Preferred:
  
  
  • Bachelor's degree or global equivalent experience. (We highly value candidates who have worked their way up and proven their capability through dedication and results-the "hard yards").
  
  
  
  


• Must Haves:
  
  
  • 5 to 10 years of customer-facing experience (such as Customer Success, Account Management, or Consulting) in a SaaS or enterprise software environment.
  
  
  • Demonstrable experience in people leadership, mentoring, or coaching high-performing client-facing teams.
  
  
  • Strong customer interaction skills, including professional writing, phone skills, and outstanding executive presence.
  
  
  • Proven ability to communicate technical details to a non-technical audience while fostering credibility with technical teams.
  
  
  • Excellent problem-solving, mediation, and relationship-building skills.
  
  
  
  


• Nice to Haves:
  
  
  • Experience or domain knowledge in Cyber Security, Identity Security, or Identity Governance and Administration (IGA).
  
  
  
  

Path to Success (Milestones)
1-Month Milestones (The "Learning" Phase)

• Complete corporate onboarding and role-based GTM training to develop a solid understanding of SailPoint's identity governance solutions and business philosophy.


• Conduct detailed analysis of the current status within your reporting structure, specifically evaluating People, Process, Cadence, and Structure.


• Arrange introductory meetings and begin building relationships with key members of your leadership, EMEA counterparts, and supporting teams outside of your immediate structure.


• Shadow customer calls and team review sessions with your CSMs to familiarize yourself with account statuses and the regional customer base.

2-Month Milestones (The "Connecting" Phase)

• Solidify your 1:1 cadence and communication flows with your reporting CSM team.


• Establish regular syncs with key stakeholders in Sales and Professional Services to align on strategic accounts.


• Begin managing regional customer escalations and supporting team members in driving issues to resolution independently.


• Partner with Talent Acquisition to identify candidates for any open roles and implement sourcing and pipeline strategies.

3-Month Milestones (The "Contribution" Phase)

• Develop a comprehensive regional business plan, broken down by milestones and key actions required to attain customer health, retention, and campaign goals.


• Present this strategic business plan to gain the support of your leadership and the EMEA Leadership Team.


• Ensure that your team is fully aligned on the "outcome-based delivery" framework, tracking clear business outcomes in client reviews.


• Take full ownership of team performance metrics, reporting weekly customer health and status updates to senior management.

6-Month Milestones (The "Performance" Phase)

• Show measurable improvements in regional customer health, account retention rates, and reference-ability.


• Successfully adjust and refine regional team processes, cadences, and structures to optimize operational efficiency and cross-team collaboration.


• Deliver consistently against regional retention and campaign targets.


• Ensure deep cross-functional collaboration is in place with the Sales and Partner teams to support compliance and governance campaigns.

Travel & Logistics

Travel: Expected business travel of approximately 10% to 25% yearly (customer visits and training/meetings at Austin, TX headquarters).

Logistics: London Metro Area preferred. This role operates under a highly flexible/hybrid model-candidates are welcome to work from home, or enjoy the London office space as they prefer.

Compensation

As a part of the total compensation package, this role may be eligible for participation in one of our performance-based cash compensation programs - the SailPoint Corporate Bonus Plan or a role-specific commission plan, along with potential eligibility for equity participation.

Salary: £62,600 - £116,200

Additional offerings include a variety of benefits, including health, retirement, EAP, leave support, paid time off, and company-paid holidays.

SailPoint is an equal opportunity employer and we welcome everyone to our team.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability.

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.

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 individuals with disabilities or protected veterans; Opposing any act or practice made unlawful by Section 503, VEVRAA, or their implementing regulations in this part, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; or Exercising any other right protected by section 503, VEVRAA or their implementing regulations.

SailPoint will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified employee or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.

SailPoint's affirmative action program contains an audit and reporting system which enables us to measure the effectiveness of our program, indicate any need for remedial action, determine the degree to which our objectives have been attained, determine whether protected veterans and individuals with disabilities had had the opportunity to participate in company-sponsored activities, measure our compliance with the program's specific obligations, and document actions taken to comply with these obligations.