Principal Customer Success Manager

Responsibilities

• Own executive relationships and success planning for a portfolio of strategic, high-value accounts
• Partner with customers to define success metrics, drive product adoption, and ensure long-term retention
• Act as a trusted advisor, aligning solutions with customer business goals and providing strategic insights
• Lead cross-functional initiatives to scale best practices, frameworks, and playbooks across the organization
• Represent Customer Success in product feedback loops to influence the product roadmap
• Coach and mentor CSMs to build capabilities in strategic thinking and customer engagement

Requirements

• 8+ years of experience in Customer Success, Account Management, or Strategic Consulting
• Proven track record in SaaS or enterprise software environments
• Experience managing complex, enterprise-level accounts and delivering measurable business value
• Exceptional communication, relationship-building, and executive presence skills
• Ability to work cross-functionally with Product, Sales, Support, and Engineering teams
• Proficiency with tools such as Salesforce, Gainsight, or similar customer success platforms

Benefits

• Medical, dental, and vision insurance
• Short-term and long-term disability coverage
• Life insurance and Accidental Death & Dismemberment (AD&D)
• 401(k) Savings and Investment Plan with company matching
• Flexible vacation policy and 8 paid holidays annually
• Paid parental leave
• Health Savings Account (HSA) with employer contribution

About the Company

SailPoint is a leading provider of identity security for the modern enterprise. Using a foundation of artificial intelligence and machine learning, the SailPoint Identity Security Platform delivers the right level of access to the right identities and resources at the right time, helping complex organizations defend against today's most pressing threats.