Customer Success Manager

• Own and manage a portfolio of customer accounts with accountability for net revenue retention, gross retention, and influenced expansion revenue
• Design and execute customer value roadmaps tied to measurable business outcomes and SailPoint platform capabilities
• Conduct quarterly executive business reviews with strategic identity security advisory, maturity benchmarking, and documented ROI
• Monitor AI-driven customer health scores, usage analytics, and risk signals to make proactive intervention decisions
• Identify and qualify expansion opportunities across non-human identity governance, cloud entitlements, and SailPoint Atlas migration
• Partner with Account Executives to progress expansion opportunities
• Orchestrate Solutions Engineering, Professional Services, Support, and Product resources to resolve customer challenges and accelerate time-to-value
• Advise customers on identity security, non-human and AI agent identity governance, and emerging regulatory compliance requirements
• Capture and communicate voice-of-customer insights to inform SailPoint’s product roadmap and strategy
• Complete structured onboarding milestones covering product mastery, tools, stakeholder mapping, opportunity identification, account prioritization, portfolio analysis, sales alignment, risk sensing, advocacy, QBRs, enablement, commercial impact, success plan execution, and renewals
• Enroll all portfolio accounts in SailPoint training subscriptions
• Work toward meeting or exceeding a 92% renewal rate with on-time completion

• Deep understanding of Identity Governance, cloud entitlement management, and non-human identity governance
• Ability to discuss identity security architecture with CISOs and IAM Directors
• Comfort with revenue-adjacent accountability, including expansion identification and pricing conversations
• Ability to interpret AI-generated health scores and risk signals
• Comfort operating within AI-augmented Customer Success platforms such as Gainsight
• Skill in conducting executive business reviews focused on strategic roadmaps and business value
• Working knowledge of SailPoint’s full platform, including IdentityIQ, Atlas, cloud entitlements, and non-human identity management
• Proven ability to orchestrate internal resources across Sales, Professional Services, Support, and Product without positional authority
• Ability to translate quantitative data into narratives demonstrating business value and influencing renewal or expansion decisions
• Capacity to monitor customer disengagement signals and intervene proactively

• Equal opportunity employment
• Reasonable accommodations for individuals with disabilities
• Alternative application methods for applicants unable to submit through the site because of a disability