Customer Success Manager
SailPoint Technologies Holdings, Inc
Maharashtra, India
2d ago

The Customer Success Manager is responsible for customer retention and satisfaction, building and managing business relationships between SailPoint and assigned customer accounts.

This role serves as a customer advocate for many accounts by helping our customers achieve success through the use of SailPoint’s product and services.

This role is all about customer satisfaction and is not a quota carrying sales position.

The SailPoint Customer Success Team is looking for a CSM who is energetic about having successful and happy customers. SailPoint has a tremendous track record of being customer focused and maintains world-class satisfaction rates.

Description :

  • Manage the business relationship between SailPoint and assigned customer accounts; responsible for overall customer retention and satisfaction
  • Maintain high renewal levels
  • Provide coaching and advice to customers on the use of SailPoint’s solutions for identity management including recommendations of how SailPoint solutions solves those problems and proactively share best practices
  • Develop customer advocates who can provide references, use cases, and speak positively on SailPoint’s behalf
  • Monitor accounts for change in solution / product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could have an effect on the customers’ ongoing use and / or satisfaction with SailPoint’s products and services
  • Provide updates on customers’ performance to SailPoint Senior Management. Provide regular status updates to account teams and Sales Managers
  • Identify new opportunities for expanding SailPoint product / service usage to maximize customer success and SailPoint revenue growth
  • Requirements :

  • Bachelor’s degree or equivalent work experience
  • Strong customer facing skills (executive presence, writing skills, phone skills). Demonstrates a highly professional demeanor
  • 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
  • Must be highly organized and able to prioritize and process a number of tasks concurrently
  • Ability to build lasting relationships based on trust
  • Takes ownership of customer issues and drives to resolution
  • Self-motivated, strong work ethic, creative, customer-centric personality
  • 2+ years of relevant experience.
  • Ability to work between 12 noon to 9 pm IST.
  • Preferred :

  • CSM or CRM experience in the IT industry.
  • Travel :
  • Estimated
  • Estimated
  • 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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