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About the Role

The SailPoint Customer Success team champions helping customers maximize value from their Identity Security investments, ensuring rapid time-to-value, long-term loyalty, and maximizing lifetime value. As Manager, Customer Success, you will lead, scale, and inspire a regional team of Customer Success Managers (CSMs), driving regional customer retention, satisfaction, and operational excellence. This high-impact leadership role focuses on value delivery and KPI attainment, not quota-carrying sales.

Responsibilities

Drive regional Gross Retention Rate (GRR) and Net Retention Rate (NRR) by ensuring your team systematically delivers and verifies business outcomes for customers.
Coach, mentor, and upskill regional CSMs to achieve 100% target attainment across key performance metrics, managing regional capacity, onboarding, and talent retention.
Serve 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.
Own regional reporting and forecasting accuracy for account health, program progression, customer sentiment, and risk indicators to drive executive visibility.
Cultivate strategic relationships with executive stakeholders within key accounts to accelerate their Identity Security maturity journey and secure renewal predictability.
Act as a strategic conduit, translating customer objectives into actionable insights for various internal stakeholders.

Requirements

Empathetic, inspiring leader and coach committed to helping Customer Success Managers grow, succeed, and maintain high morale and camaraderie.
Critical and strategic thinker, capable of shifting conversations from reactive issue resolution to proactive problem-solving and business outcome delivery through technology.
Ability to build lasting, trust-based relationships both externally with key customer advocates and internally with cross-functional SailPoint teams.
Outstanding communication skills and executive presence, with the ability to foster strong credibility with both highly technical audiences and business executives.
Exceptionally organized and capable of prioritizing and managing multiple complex regional tasks and strategic portfolios concurrently.
5 to 10 years of customer-facing experience (such as Customer Success, Account Management, or Consulting) in a SaaS or enterprise software environment.
Demonstrable experience in people leadership, mentoring, or coaching high-performing client-facing teams.
Strong customer interaction skills, including professional writing, phone skills, and outstanding executive presence.
Proven ability to communicate technical details to a non-technical audience while fostering credibility with technical teams.
Excellent problem-solving, mediation, and relationship-building skills.
Experience or domain knowledge in Cyber Security, Identity Security, or Identity Governance and Administration (IGA) is a plus.

Skills

AI-driven security platform management
Identity Security
Customer Success Management
Team Leadership
Coaching
Mentoring
Strategic Planning
Problem-Solving
Relationship Building
Communication
Executive Presence
Organizational Skills
Reporting
Forecasting
Customer Retention
SaaS
Enterprise Software

Location

London Metro Area

Work Type

Hybrid
Flexible

Experience Level

Manager
5-10 years customer-facing experience

Education Level

Bachelor’s degree or global equivalent experience preferred

Salary/Compensations

£62,600 - £105,492.00

Benefits

Health insurance
Retirement plan
Employee Assistance Program (EAP)
Leave support
Paid time off
Company-paid holidays
Eligibility for performance-based cash compensation programs (SailPoint Corporate Bonus Plan or role-specific commission plan)
Potential eligibility for equity participation

About the Company

SailPoint 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.
We 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.

Equal Opportunity

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, 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.