As a Senior Customer Success Manager, you will manage a portfolio of high-value customers, helping them achieve measurable business outcomes while driving product adoption and satisfaction.
You will serve as a trusted advisor, ensuring customer retention and growth by aligning our solutions to their evolving business needs. In this role, you’ll work closely with cross-functional teams including Product, Sales, and Support to ensure seamless customer experience.
You bring a strong track record of strategic engagement, problem-solving, and account management, and you're comfortable managing multiple priorities in a fast-paced environment.
Key Responsibilities Strategic Customer Management
• Own day-to-day relationships and success planning for a portfolio of strategic or high-impact accounts.
• Collaborate with customers to define goals, success metrics, drive adoption plans and ensure long-term satisfaction and retention.
• Drive product adoption and identify opportunities for value expansion and renewal.
• Act as a trusted advisor to customers, connecting their objectives with our product capabilities. Customer Advocacy & Engagement
• Partner with internal teams (Sales, Product, Support) to advocate for customer needs.
• Deliver regular business reviews, and success plans. • Identify and mitigate risks proactively, ensuring customer satisfaction and retention.
Process & Best Practices
• Leverage and contribute to customer success playbooks and templates.
• Share feedback with internal teams to help improve products, services, and customer experience.
• Identify patterns across accounts to suggest scalable improvements or new approaches.
Qualifications
• 5–7+ years of experience in Customer Success, Account Management, or related roles in SaaS or enterprise software.
• Proven ability to manage complex customer relationships and deliver results.
• Strong communication and relationship-building skills, with an ability to influence across different roles and levels.
• Experience working cross-functionally with Sales, Support, and Product teams.
• Familiarity with tools such as Salesforce, Gainsight, or other CSM platforms.
• Industry expertise relevant to our customer base
• Strong organizational and time-management skills; able to manage multiple priorities effectively. What Success Looks Like
• Customers and colleagues see you as a reliable and strategic partner.
• You maintain high retention and satisfaction across your portfolio.
• You proactively identify and close growth opportunities through strong customer engagement.
• You consistently contribute to team knowledge-sharing and execution of best practices.
Travel:
10-15% travel anticipated
Location:
Candidates located in CST time zone are preferred to manage Central accounts
The anticipated salary range for this role is $115,000-$130,000 USD.
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):
$101,900 - $145,600 - $189,300Base 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 all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.
Top Skills
SailPoint Austin, Texas, USA Office
11120 Four Points Drive , Austin, TX, United States, 78726
International Culture
SailPoint aims to ensure that every element of its culture is both accessible and scalable, offering an enriching workplace experience for employees worldwide. Tied together by tools, practices and opportunities for connection, employees are empowered to make an impact together — from anywhere.
Engineering
Our engineering team is a remote-friendly team with a strong focus on career development and promotion. Our organization is comprised of small teams that are wholly responsible for one or more services, including architecture, development, quality, reliability, monitoring, and operations.
Professional Services
The professional services team at SailPoint prides itself on being an environment that fosters growth, collaboration and success. As an employee within professional services, you will have a chance to work with some of the biggest companies in the world, implementing one of the most sought-after solutions in technology. You’ll be part of a diverse, inclusive culture that makes it feel like a much smaller company.
Sales
At SailPoint, our sales crew members take part in our robust certification academy that features instructor-led webinars and self-service training. Our top employees from product, marketing, sales engineering, sales operations and sales lead these training sessions, delivering knowledge through storytelling, whiteboarding, breakout sessions and demos. At SailPoint our sales team is focused on being a collaborative atmosphere that is invested in our employees.
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