Manager, Customer Success Management

About SailPoint

SailPoint stands as the premier AI-driven security platform providing autonomous governance that addresses modern enterprise needs effectively. Leveraging AI and machine learning, it simplifies and automates delivering appropriate access to identities and technology resources at the right moment, all at an enterprise scale. The company values its culture, recognized as a top workplace for 15 consecutive years.

Role Overview

The Customer Success team at SailPoint ensures customers maximize the value from their Identity Security investments, fostering rapid realization of benefits, long-term loyalty, and maximizing lifetime value. As the Manager of Customer Success in the region, you will lead, expand, and motivate a team of Customer Success Managers (CSMs). You will be accountable for regional customer retention, satisfaction, and ensuring operational excellence of the team. This role acts as a key bridge between departments, empowering the team to drive program development, achieve verified customer outcomes, and improve health metrics. Note, this is not a sales quota-based position but a leadership role focused on delivering value and meeting KPIs.

Key Qualifications

• Empathetic and inspiring leadership capable of coaching and supporting CSMs to succeed with high morale.
• Critical and strategic thinker who can shift focus from reactive issue handling to proactive business outcome achievement through technology.
• Ability to establish lasting trusted relationships externally with customer advocates and internally across departments.
• Excellent communication and executive presence, effectively engaging both technical and business leaders.
• Highly organized, capable of managing multiple complex regional tasks and strategic initiatives simultaneously.

Responsibilities

• Boost regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) by ensuring your team systematically achieves and verifies valued business outcomes for customers.
• Guide, mentor, and enhance skills of regional CSMs to reach complete target fulfillment, overseeing team capacity, onboarding, and retaining talent.
• Act as the escalation focal point in the region by collaborating with CSMs to design action plans for at-risk accounts and promptly resolving critical field issues.
• Own regional reporting and forecast accuracy relating to account health, program progression, customer sentiment, and risk indicators to ensure executive leadership is well-informed.
• Develop strategic partnerships with executive stakeholders in key accounts to accelerate maturity in Identity Security and ensure predictable renewals.
• Serve as a strategic translator, turning customer goals into actionable insights for internal teams.

Success Milestones

First Month - Learning Phase

• Complete corporate onboarding and role-specific go-to-market training to grasp SailPoint’s identity governance solutions and business approach.
• Conduct detailed evaluation of current People, Process, Cadence, and Structure within your reporting team.
• Initiate connection with senior leadership, EMEA peers, and several cross-functional teams.
• Observe customer interactions and team review sessions to gain familiarity with accounts and customer base.

Second Month - Connecting Phase

• Establish consistent one-on-one meetings and communication rhythms with your CSM team.
• Synchronize regularly with Sales and Professional Services stakeholders for strategic account alignment.
• Manage regional customer escalations and support team members to address issues proactively.
• Collaborate with Talent Acquisition to identify and source candidates for team openings.

Third Month - Contribution Phase

• Formulate a comprehensive regional business plan outlining milestones and actions to enhance customer health, retention, and campaign goals.
• Present the business plan to gain leadership endorsement including the EMEA Leadership Team.
• Ensure team adherence to an outcome-driven delivery framework tracking clear business results during client engagements.
• Take full responsibility for team performance metrics and provide weekly updates on customer health to senior management.

Sixth Month - Performance Phase

• Demonstrate tangible improvement in regional customer health, retention rates, and customer advocacy.
• Refine team processes, cadence, and structure to promote efficiency and cross-team collaboration.
• Consistently achieve regional retention and campaign goals.
• Ensure effective collaboration across Sales and Partner teams supporting compliance and governance initiatives.

Education & Experience

• Preferred: Bachelor’s degree or equivalent global experience. Valued candidates include those progressing through dedication and proven results.
• Required: 5 to 10 years of customer-focused experience in Customer Success, Account Management, or Consulting within SaaS or enterprise software sectors.
• Proven leadership experience including coaching and mentoring high-performance client-facing teams.
• Strong customer communication skills—excellent writing, verbal communication, and executive presence.
• Effective in translating technical information to non-technical audiences while maintaining credibility with technical teams.
• Exceptional problem-solving, mediation, and relationship-building abilities.
• Nice to have: Knowledge or experience in Cyber Security, Identity Security, or Identity Governance and Administration (IGA).

Travel & Work Logistics

• Business travel expected to be around 10% to 25% annually for customer visits and corporate meetings (e.g., Austin headquarters).
• Preferably based in the London metropolitan area but operates under a flexible hybrid model allowing remote work or use of office space as desired.

Compensation & Benefits

The position’s base salary ranges between £62,600 and £105,492 depending on experience, skills, and market conditions. Additional incentives may include performance-based bonuses or role-specific commissions alongside potential equity participation. The benefits package comprises health coverage, retirement plans, employee assistance programs, leave support, paid time off, and paid holidays. Specific offerings vary based on employee location and employment terms.

Equal Opportunity Statement

SailPoint is committed to an inclusive hiring process, evaluating candidates fairly without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. Job roles, descriptions, and recruitment approaches are designed to support pay equity and gender neutrality.