Customer Success Manager

Role Overview

Customer Success Manager at SailPoint, located in Dubai. This role requires fluency in Arabic and English.

Company Overview

SailPoint's customer success team takes responsibility for customer journey and value realized from the platform, striving for positive business results for customers and continued loyalty for SailPoint.

Role Purpose

A Customer Success Manager is responsible for overall client retention and advocacy, building and sustaining long-term business relationships between SailPoint and assigned client accounts. This role serves as an advisor and business consultant for multiple accounts by helping clients achieve success through the use of SailPoint's product and services. The role focuses on ensuring tangible value realization through verified outcome delivery and is not a quota-carrying sales position.

Key Responsibilities

Account Management

• Manage successful business relationships between SailPoint and assigned client accounts, benchmarked on achievement of a fixed number of Verified Outcomes and Retention.
• Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could affect clients' ongoing use or satisfaction with SailPoint's products and services.
• Build lasting relationships based on trust.
• Cultivate additional SailPoint Advocates within assigned customer base.

Client Advisory & Consulting

• Provide coaching and advice to clients on the use of SailPoint's solutions for identity management, compliance, role management, and access request management.
• Develop insights into the challenges faced by client organizations and provide recommendations based on in-depth understanding of how the SailPoint platform solves those problems.
• Communicate technical details to a non-technical audience.
• Compile clear, time-boxed plans/engagement models to ensure delivery of a successful identity security program over time.

Delivery & Partnerships

• Interface with delivery partners on project statuses and compile mutual plans in advancement.
• Take ownership of challenges, aligning with necessary subject-matter expertise to mitigate.

Reporting & Strategy

• Provide strategic updates on clients' performance to SailPoint Senior Management and perform additional functions.
• Identify new opportunities for expanding SailPoint product/service usage to maximize client success and SailPoint revenue growth.

Renewal & Revenue

• Ensure customer renewal and retention for SailPoint.
• Accurately forecast renewals, identify and mitigate risk, and work with Renewals Managers, Account Executives and Partners to close renewals on time.
• Uncover opportunities for upsell/cross-sell based on customer utilization and expanded use cases.

Customer Advocacy

• Build customer champions through the SailPoint Admirals Program, case studies, and customer speaking opportunities for user groups.
• Stay up to date on new information distributed to the team, product roadmaps, thought leadership and industry trends.

Qualifications & Experience

• Bachelor's degree or equivalent work experience.
• Mandatory: Fluency in Arabic and English.
• Advantage: Any experience in outcome/requirements formulation, or project management/delivery planning.
• Advantage: Experience in general business or technical consultancy from large implementers or integrators.

Skills & Competencies

• Strong customer-facing skills with a highly professional demeanor.
• Strong consulting skills; ability to gather and analyze information and produce strategic insights into clients' organizational and technical challenges.
• Ability to set and communicate expectations and skill in mediation.
• Highly organized and able to define structure with multiple stakeholders.
• Self-motivated with strong work ethic, creative, and customer-centric personality.
• Takes ownership of challenges and aligns with necessary subject-matter expertise to mitigate.

Additional Information

• Estimated travel: 10% to 25%.
• Within the first 30 days: Learn about SailPoint's history, mission and core values; learn the SailPoint pitch; introduce yourself to key stakeholders including regional leaders, team members, Account Executives, marketing, channel, support, and professional services; meet your onboarding buddy and set up regular meetings and 1:1s with your manager; familiarize yourself with tools such as Salesforce, Gainsight, Tableau, and ServiceNow.
• By 60 days: Complete revenue organization onboarding enablement, role-specific enablement, SailPoint certifications, and all assigned compliance/security tasks; shadow CSMs on customer meetings; review assigned customer portfolio and familiarize yourself with customer success plans; conduct internal handovers with Account Executives and CSMs to understand each customer's objectives and opportunities; conduct introduction sessions and schedule regular meetings with your customer base.
• By 90 days: Accurately forecast renewals, identify and mitigate risk, and work with Renewals Managers, Account Executives and Partners to close renewals on time; uncover opportunities for upsell/cross-sell based on customer utilization and expanded use cases; build customer champions through the SailPoint Admirals Program, case studies, and customer speaking opportunities for user groups; stay up to date on new information distributed to the team, product roadmaps, thought leadership and industry trends; actively seek and incorporate feedback from peers, mentors and management.
• SailPoint is an equal opportunity employer. Alternative methods of applying for employment are available to individuals unable to submit an application through standard channels because of a disability. Contact applicationassistance@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.