Manager, Customer Success Management

About the role

SailPoint is an AI-driven security platform that helps enterprises deliver the right access to identities and technology resources. As Manager, Customer Success, you will lead and scale a regional team of Customer Success Managers, being directly accountable for regional customer retention, satisfaction and team operational excellence. The role is a high-impact leadership position focused on value delivery and KPI attainment, not a quota-carrying sales position. It is based in the London area under a flexible, hybrid model.

Key responsibilities

• Drive regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) by having the team verify business outcomes for customers.
• Coach, mentor and upskill regional CSMs to hit 100% target attainment, managing capacity, onboarding and talent retention.
• Act as regional escalation point, helping CSMs build action plans for at-risk accounts.
• Own regional reporting and forecasting on account health, program progression, customer sentiment and risk indicators.
• Cultivate relationships with executive stakeholders in key accounts to accelerate their Identity Security maturity and secure renewals.
• Translate customer objectives into actionable insights for internal stakeholders.

Required profile

• 5 to 10 years of customer-facing experience (Customer Success, Account Management or Consulting) in a SaaS or enterprise software environment.
• Demonstrable experience leading, mentoring or coaching client-facing teams.
• Ability to explain technical details to non-technical audiences while earning credibility with technical teams.
• Strong problem-solving, mediation and relationship-building skills.
• Preferred: Bachelor's degree or global equivalent experience.
• Nice to have: experience or knowledge of cyber security, identity security or identity governance and administration.

What we offer

• Base salary range of GBP 62,600 to 116,200.
• Possible eligibility for a performance-based cash bonus plan or a role-specific commission plan, and potential equity participation.
• Flexible, hybrid working with the option to work from home or use the London office.
• Expected business travel of about 10% to 25% per year.