Manager, Customer Success Management
5 days ago
Madrid
ppDescripción del trabajo /p pbManager, Customer Success /b /p pSailPoint is the leading, AI-driven security platform providing the autonomous governance that best solves the needs for the modern enterprise. By harnessing the power of AI and machine learning, SailPoint automates and streamlines the complexity of delivering the right access to the right identities and technology resources at the right time. Delivered at the scale our enterprise customer's demand. /p pWe are proud of our team and the culture we have built which has led to our employees voting us “best places to work” – 15 years in a row. /p h3The Role /h3 pThe SailPoint Customer Success team champions helping our customers get maximum value out of their Identity Security investments. We ensure our customers achieve rapid time-to-value, helping our business secure long-term loyalty and maximize lifetime value /p pAs the Manager, Customer Success, you will lead, scale, and inspire a regional team of Customer Success Managers (CSMs). You are directly accountable for regional customer retention, satisfaction, and the operational excellence of your team. This role is a critical link between SailPoint’s cross-functional departments, ensuring our team is equipped to drive program progression, secure verified customer outcomes, and optimize health metrics. This is a high-impact leadership role focused entirely on value delivery and KPI attainment, and is not a quota-carrying sales position. /p h3To excel, the position requires a person: /h3 ul libWho is /b an empathetic, inspiring leader and coach who is committed to helping Customer Success Managers grow, succeed, and maintain high morale and camaraderie /li libWho can /b think critically and strategically, shifting conversations from reactive issue resolution to proactive problem-solving and business outcome delivery through technology /li libWho will /b build lasting, trust-based relationships both externally with key customer advocates and internally with cross-functional SailPoint teams /li libWho demonstrates /b outstanding communication skills and executive presence, with the ability to foster strong credibility with both highly technical audiences and business executives /li libWho is /b exceptionally organized and capable of prioritizing and managing a number of complex regional tasks and strategic portfolios concurrently /li /ul h3Responsibilities: /h3 ul liDrive regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) by ensuring your team systematically delivers and verifies business outcomes for our customers /li liCoach, mentor, and upskill regional CSMs to achieve 100% target attainment across key performance metrics, managing regional capacity, onboarding, and talent retention /li liServe 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 /li liOwn regional reporting and forecasting accuracy for account health, program progression, customer sentiment, and risk indicators to drive executive visibility /li liCultivate strategic relationships with executive stakeholders within key accounts to accelerate their Identity Security maturity journey and secure renewal predictability /li liAct as a strategic conduit, translating customer objectives into actionable insights for various internal stakeholders /li /ul h3The Path to Success (Milestones): /h3 h31-Month Milestones (The "Learning" Phase): /h3 ul liComplete corporate onboarding and role‑based GTM training to develop a solid understanding of SailPoint's identity governance solutions and business philosophy. /li liConduct detailed analysis of the current status within your reporting structure, specifically evaluating People, Process, Cadence, and Structure. /li liArrange introductory meetings and begin building relationships with key members of your leadership, EMEA counterparts, and supporting teams outside of your immediate structure. /li liShadow customer calls and team review sessions with your CSMs to familiarize yourself with account statuses and the regional customer base. /li /ul h32-Month Milestones (The "Connecting" Phase): /h3 ul liSolidify your 1:1 cadence and communication flows with your reporting CSM team. /li liEstablish regular syncs with key stakeholders in Sales and Professional Services to align on strategic accounts. /li liBegin managing regional customer escalations and supporting team members in driving issues to resolution independently. /li liPartner with Talent Acquisition to identify candidates for any open roles and implement sourcing and pipeline strategies. /li /ul h33-Month Milestones (The "Contribution" Phase): /h3 ul liDevelop a comprehensive regional business plan, broken down by milestones and key actions required to attain customer health, retention, and campaign goals. /li liPresent this strategic business plan to gain the support of your leadership and the EMEA Leadership Team. /li liEnsure that your team is fully aligned on the "outcome-based delivery" framework, tracking clear business outcomes in client reviews. /li liTake full ownership of team performance metrics, reporting weekly customer health and status updates to senior management. /li /ul h36-Month Milestones (The "Performance" Phase): /h3 ul liShow measurable improvements in regional customer health, account retention rates, and reference-ability. /li liSuccessfully adjust and refine regional team processes, cadences, and structures to optimize operational efficiency and cross-team collaboration. /li liDeliver consistently against regional retention and campaign targets. /li liEnsure deep cross‑functional collaboration is in place with the Sales and Partner teams to support compliance and governance campaigns. /li /ul h3Education Qualifications: /h3 h3Preferred: /h3 ul liBachelor’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"). /li /ul h3Must Haves: /h3 ul li5 to 10 years of customer‑facing experience (such as Customer Success, Account Management, or Consulting) in a SaaS or enterprise software environment. /li liDemonstrable experience in people leadership, mentoring, or coaching high‑performing client‑facing teams. /li liStrong customer interaction skills, including professional writing, phone skills, and outstanding executive presence. /li liProven ability to communicate technical details to a non‑technical audience while fostering credibility with technical teams. /li liExcellent problem‑solving, mediation, and relationship‑building skills. /li /ul h3Nice to Haves: /h3 ul liExperience or domain knowledge in Cyber Security, Identity Security, or Identity Governance and Administration (IGA). /li /ul h3Travel Logistics: /h3 ul libTravel: /b Expected business travel of approximately 10% to 25% yearly (customer visits and training/meetings at Austin, TX headquarters). /li libLogistics: /b 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. /li /ul pSailPoint 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, or disability. We evaluate applicants using job‑related, objective, and non‑discriminatory criteria. Our job titles, job descriptions, and recruitment processes are intended to be gender‑neutral and to support equal pay for equal work or work of equal value. /p pAs 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. SailPoint maintains 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. The base salary for this role will be in this range from (min-max, LOCAL CURRENCY): £62,600 - £105,492.00. /p pAdditional offerings include a variety of benefits, including health, retirement, EAP, leave support, paid time off, and company‑paid holidays. The specific programs and options available to an employee may vary depending on location, date of hire, schedule type, and the applicability of collective bargaining agreements or local statutory requirements. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. /p pSailPoint 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, or disability. We evaluate applicants using job‑related, objective, and non‑discriminatory criteria. Our job titles, job descriptions, and recruitment processes are intended to be gender‑neutral and to support equal pay for equal work or work of equal value. /p pAs 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. SailPoint maintains 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. The base salary for this role will be in this range from (min-max, LOCAL CURRENCY): /p br/£62,600 - £105,492.00br/ pAdditional offerings include a variety of benefits, including health, retirement, EAP, leave support, paid time off, and company‑paid holidays. The specific programs and options available to an employee may vary depending on location, date of hire, schedule type, and the applicability of collective bargaining agreements or local statutory requirements. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. /p /p #J-18808-Ljbffr
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