Senior Manager, Customer Success
SailPoint · United States
- Hybrid
- Full-time
- $160,000 / year
- United States
Job highlights
- Lead and grow a customer success team.
- Drive product adoption and customer retention.
- Partner with sales, product, and support.
- Develop scalable customer success processes.
- Manage customer relationships and provide insights.
About the role
About the Role
As the Senior Manager of Customer Success, you will lead, mentor, and scale a team of Customer Success Managers (CSMs) dedicated to helping our customers achieve measurable business outcomes. You will be responsible for the overall success of your team's portfolio, driving product adoption, satisfaction, and retention for our high-value customers. You will act as a strategic leader and coach, empowering your team to serve as trusted advisors and ensuring their growth and development.
In this role, you will work closely with senior leadership across Product, Sales, and Support to champion the voice of the customer and drive a seamless, high-impact customer experience. You bring a strong track record of building and leading successful teams, strategic planning, and operational excellence in a fast-paced environment.
Responsibilities
Team Leadership & Development
- Lead, mentor, and develop a high-performing team of Customer Success Managers, fostering a culture of excellence and accountability.
- Oversee your team's portfolio of strategic accounts, providing guidance on success planning, risk mitigation, and growth strategies.
- Conduct regular coaching sessions, performance reviews, and career development planning to ensure the professional growth of your team members.
- Set clear team objectives and success metrics, ensuring alignment with broader company goals.
Strategic & Scalable Operations
- Design, implement, and refine scalable processes, playbooks, and best practices for the Customer Success organization.
- Partner with cross-functional leaders (Sales, Product, Support) to ensure strategic alignment and advocate for customer needs at a leadership level.
- Act as the primary point of escalation for complex customer issues, guiding your team to effective resolutions.
- Analyze team performance and customer health data to identify trends, forecast retention, and drive strategic initiatives.
Customer Advocacy & Impact
- Oversee the delivery of high-impact success reviews and strategic success plans across your team's portfolio.
- Synthesize feedback from your team to provide actionable insights to Product and Engineering, influencing the product roadmap.
- Develop and maintain relationships with key customer stakeholders, acting as an executive sponsor where needed.
Qualifications
- 8-10+ years of experience in Customer Success, Account Management, or a related field in SaaS or enterprise software.
- 5+ years of direct people management experience, with a proven ability to lead, coach, and motivate a team.
- Demonstrated success in managing complex customer relationships and driving measurable results through a team.
- Exceptional communication and leadership skills, with an ability to influence and align stakeholders at all levels, including senior executives.
- Experience designing and scaling cross-functional processes and workflows.
- Deep expertise with CSM platforms (e.g., Salesforce, Gainsight) to manage team performance and derive strategic insights.
- Strong organizational skills and a proven ability to manage competing priorities in a dynamic environment.
What Success Looks Like
- You have built a high performing, engaged, and motivated team of Customer Success Managers.
- Your team consistently meets and exceeds targets for customer retention, satisfaction, and portfolio growth.
- You are recognized by your peers and leadership as a strategic, reliable, and influential partner.
- You are a key driver of operational excellence, having implemented scalable processes that improve the effectiveness of the entire Customer Success organization.
Travel: Estimated 20%
The anticipated salary range for this role is around $160,000 USD.
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 role-specific 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 SailPoint’s 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 US-based employees, will be in this range from (min-mid-max, USD): $120,200 - $202,606.00.
Base salaries for employees based in other locations are competitive for the employee’s home location.
Benefits Overview
- Health and wellness coverage: Medical, dental, and vision insurance
- Disability coverage: Short-term and long-term disability
- Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
- Additional life coverage options: Supplemental life insurance for employees, spouses, and children
- Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
- Financial security: 401(k) Savings and Investment Plan with company matching
- Time off benefits: Flexible vacation policy
- Holidays: 8 paid holidays annually
- Sick leave
- Parental support: Paid parental leave
- Employee Assistance Program (EAP) and Care Counselors
- Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
- 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 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.
Key skills/competency
- Customer Success Management
- Team Leadership
- Strategic Planning
- Account Management
- SaaS
- Enterprise Software
- Customer Retention
- Product Adoption
- Cross-functional Collaboration
- Salesforce/Gainsight
Skills & topics
- Senior Manager Customer Success
- Customer Success Management
- Team Leadership
- SaaS
- Enterprise Software
- Account Management
- Customer Retention
- Product Adoption
- Salesforce
- Gainsight
- People Management
- Strategic Planning
- Customer Advocacy
- Operational Excellence
How to get hired
- Tailor your resume: Highlight your 8-10+ years in Customer Success, 5+ years in people management, and SaaS experience. Quantify achievements in retention and adoption.
- Craft a compelling cover letter: Emphasize your strategic leadership, ability to scale operations, and experience influencing senior stakeholders.
- Prepare for behavioral interviews: Be ready to discuss leading teams, handling escalations, and driving customer value using specific examples.
- Research SailPoint: Understand their identity security solutions and how customer success contributes to their mission.
- Network and inquire: Connect with current employees on LinkedIn to gain insights and inquire about the hiring manager via email at applicationassistance@sailpoint.com for any application assistance.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the salary range for the Senior Manager, Customer Success role at SailPoint?
- The anticipated base salary range for this role in the US is between $120,200 and $202,606 annually. Actual compensation will depend on factors like experience, skills, and location. SailPoint also offers a comprehensive benefits package and potential eligibility for bonuses and equity.
- What are the key responsibilities of a Senior Manager, Customer Success at SailPoint?
- Key responsibilities include leading and developing a team of CSMs, overseeing a portfolio of strategic accounts, designing scalable customer success processes, advocating for customer needs internally, and analyzing performance data to drive retention and adoption.
- What experience is required for the Senior Manager, Customer Success position at SailPoint?
- Candidates should have 8-10+ years of experience in Customer Success or a related field within SaaS or enterprise software, with at least 5 years of direct people management experience. Experience with CSM platforms like Salesforce or Gainsight is also required.
- Does SailPoint offer remote work for the Senior Manager, Customer Success role?
- The job description mentions an estimated 20% travel, suggesting a hybrid or on-site arrangement. While not explicitly stated as remote, it's best to clarify the specific work arrangement with the hiring team.
- How can I make my application stand out for the Senior Manager, Customer Success role at SailPoint?
- Highlight your proven track record in leading and developing high-performing customer success teams, your strategic approach to operations, and your ability to influence cross-functional leaders. Quantify your impact on customer retention, satisfaction, and product adoption.
- What benefits does SailPoint offer its employees?
- SailPoint offers a comprehensive benefits package including health, dental, and vision insurance, disability coverage, life insurance, flexible spending accounts, a 401(k) plan with company match, flexible vacation, paid holidays, sick leave, paid parental leave, and an Employee Assistance Program.
- What is the company culture like at SailPoint?
- SailPoint emphasizes fostering a culture of excellence and accountability within its teams. They are an equal opportunity employer that welcomes qualified candidates and is committed to creating a diverse and inclusive work environment.
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