SailPoint
SailPoint is the leader in identity security for the modern enterprise.
Remote

Director, Customer Success - AMS (Enterprise SaaS industry)

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The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint product or service, so the business gets maximum lifetime value and loyalty from the customer.
The Director of Customer Success is responsible for overall customer retention and satisfaction, as well as building and managing business relationships between various SailPoint teams. This role serves as a manager to the Customer Success Managers within the Americas region (team of 50+) by enabling them to help our customers achieve success through the use of SailPoint's products and services. This role is all about customer satisfaction and is not a quota carrying sales position.
SailPoint has a tremendous track record of being customer focused and maintains world-class satisfaction rates.
Description:

  • Maintain current high retention levels across all accounts within the Americas
  • Provide coaching, training, and management to the Customer Success Managers in the AMS region.
  • Point of contact for customer escalations to drive resolution and provide support to the customer success managers
  • Responsible for team retention and morale as well as hiring and managing team resources
  • Maintain and report on team metrics including customer health, NPS results, retention, reference-ability, account status', risk and any company initiative campaigns
  • Foster relationships with key customer advocates and strategic accounts in the region
  • Aggregates the 'voice of the customer' to various teams within SailPoint, including; Sales and Marketing teams to drive successful campaigns for account growth, Product Management to identity top customer product needs, Professional Services to drive customer satisfaction and sales, Engineering to prioritize customer issues, and the Executive team to know where to focus their time and attention


Requirements:

  • 10+ years of customer facing experience along with strong customer interaction skills (executive presence, writing skills, phone skills). Demonstrates a highly professional demeanor
  • Prior experience mentoring, managing, and scaling larger customer success teams
  • Ability to communicate technical details to a non-technical audience. Ability to foster credibility with a technical audience
  • Ability to set and communicate expectations; skill in mediating and resolving problems within a team environment
  • Must be highly organized and able to prioritize and process a number of tasks concurrently
  • Ability to build lasting relationships based on trust externally and internally to collaborate on customer concerns and resolutions
  • Self-motivated, strong work ethic, creative, customer-centric personality
  • Bachelor's degree is preferred not required or equivalent work experience


Travel:

  • Travel Estimated 10%-15%
  • #LI-KJ1


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):
$122,920 - $175,600 - $228,280
Base salaries for employees based in other locations are competitive for the employee's home location.
Benefits Overview
1. Health and wellness coverage: Medical, dental, and vision insurance
2. Disability coverage: Short-term and long-term disability
3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children
5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
6. Financial security: 401(k) Savings and Investment Plan with company matching
7. Time off benefits: Flexible vacation policy
8. Holidays: 8 paid holidays annually
9. Sick leave
10. Parental support: Paid parental leave
11. Employee Assistance Program (EAP) and Care Counselors
12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
13. Health Savings Account (HSA) with employer contribution
SailPoint 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, disability, or veteran status.

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What are SailPoint Perks + Benefits

SailPoint Benefits Overview

Experience a Small-company Atmosphere with Big-company Benefits

Culture
Volunteer in local community
Our crew members value working for an organization that prioritizes giving back to the community, and we have engaged in many community initiatives over the past year.
Partners with nonprofits
In the past year alone we have supported many notable organizations, including Code2College, nonPareil, Black Girls Code, Foundation Communities, and HealthCode.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
SailPoint's hybrid work environment reinforces the flexibility that has existed within our culture for many years.
Remote work program
As an organization that values impact over activity, we encourage crew members to manage their work schedules so they can be at their most effective within parameters established by their teams.
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Diversity employee resource groups
Slack is how we come together as a global team, and we have offer several Employee Resource Group channels where we celebrate our differences and encourage sharing and connection.
Hiring practices that promote diversity
We prioritize hiring practices that promote diversity. This year, for example, we launched SAIL-U to help grow our team in partnership with HBCUs and historically LatinX colleges and universities.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Financial & Retirement
401(K)
401(K) matching
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave
Generous parental leave
SailPoint offers generous parental leave with the primary caregiver being able to take 80 fully-paid business days. Secondary caregivers can take 20 fully-paid business days.
Family medical leave
Company sponsored family events
SailPoint's crew love to celebrate together, whether at a family-friendly summer BBQ or Halloween party, or while volunteering and giving back to our local communities.
Vacation + Time Off
Unlimited vacation policy
Paid holidays
Office Perks
Company-sponsored outings
When possible, SailPoint brings crew together for summer camps, quarterly meetings and other team-based events.
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Home-office stipend for remote employees
Onsite gym
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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