Customer Success Manager at SailPoint

Job description

The SailPoint customer success serves as the strategic advisor to our customers to get maximum value out of SailPoint products and services. You will be responsible for driving measurable business value through the adoption, expansion, and ongoing value realization of our identity security platform. Operating within an AI-augmented engagement model, you will translate SailPoint’s identity security capabilities—spanning human, machine, and AI agent identities—into quantified business outcomes that secure long-term retention and growth. This role carries commercial accountability for net revenue retention and expansion influence, partnering closely with Sales, Solutions Engineering, Professional Services and Customer Support to deliver coordinated customer value. Key Responsibilities Own and manage a portfolio of customer accounts with direct accountability for net revenue retention, gross retention, and expansion revenue influenced. Design and execute value roadmaps for each customer that articulate measurable business outcomes—risk reduction, compliance coverage, operational efficiency—tied to specific SailPoint platform capabilities. Conduct quarterly executive business reviews that deliver strategic identity security advisory, benchmark customer maturity against industry peers, and present documented ROI. Monitor AI-driven customer health scores, usage analytics, and risk signals, interpreting predictive indicators to make proactive intervention decisions. Identify and qualify expansion opportunities, including cross-sell into non-human identity governance, cloud entitlements, and SailPoint Atlas migration, partnering with Account Executives to progress opportunities. Orchestrate cross-functional resources (Solutions Engineering, Professional Services, Support, Product) to resolve complex customer challenges and accelerate time-to-value. Guide customers through the evolving identity security landscape, providing advisory on 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. Required Skills & Mindsets Identity Security Domain Mastery: Deep understanding of Identity Governance, cloud entitlement management, and non-human identity governance. Ability to discuss identity security architecture with CISOs and IAM Directors. Commercial Acumen & NRR Ownership: Comfort with revenue-adjacent accountability, including expansion identification, pricing conversations. Data Literacy & AI Fluency: Ability to interpret AI-generated health scores and risk signals to make strategic decisions. Comfort operating within AI-augmented CS platforms (e.g., Gainsight). Strategic Advisory & Executive Communication: Skill in conducting executive business reviews that focus on strategic roadmaps and articulate value in the language of risk reduction and operational efficiency. Platform Breadth: Working knowledge across SailPoint’s full platform, including IdentityIQ, Atlas, cloud entitlements, and non-human identity management. Cross-Functional Leadership: Proven ability to orchestrate internal resources across Sales, Professional Services, Support, and Product without positional authority. Analytical Storytelling: Ability to translate quantitative data (usage metrics, risk scores) into compelling narratives that demonstrate business value and influence renewal/expansion decisions. Resilience & Proactive Risk Sensing: Capacity to monitor subtle signals of customer disengagement and intervene before risk crystallizes. Month 1 Milestones Product Mastery: Upon completing SailPoint specific trainings, deliver a 15-minute presentation or a mock customer call to your leader covering core value, features, and use cases, focusing on high-level market outcomes and demonstrating curiosity about our products and customers. Tool Proficiency: Demonstrate proficiency in SailPoint’s CRM tool, and articulating the value of Succ