Principal Customer Success Manager East

As a Principal Customer Success Manager (Principal CSM) you will serve as a senior strategic partner to our most complex and high-value customers while also acting as a thought leader and mentor within the Customer Success organization. This role extends beyond traditional account managementyou will be responsible for driving customer value influencing product direction and establishing best practices.

You will collaborate closely with cross-functional stakeholders in Product Sales Support and Marketing to ensure that our customers achieve measurable business outcomes and long-term success. This position is well-suited for an experienced CSM who excels in strategic discussions is comfortable navigating ambiguity and enjoys mentoring colleagues.

Key Responsibilities

Strategic Customer Management

Own executive relationships and success planning for a portfolio of strategic accounts.

Partner with customers to define success metrics drive adoption and ensure long-term satisfaction and retention.

Act as a trusted advisor providing insights that align our solutions with customers business goals.

Thought Leadership & Best Practices

Lead cross-functional initiatives to scale best practices across the Customer Success organization. o Develop frameworks playbooks and templates to improve customer engagement and outcomes. Represent Customer Success in product feedback loops contributing to roadmap discussions.

Mentorship & Leadership

Coach and mentor other CSMs to build capabilities in strategic thinking customer engagement and influence.

Serve as a role model and informal leader within the team driving a culture of excellence and collaboration.

Qualifications

8 years of experience in Customer Success Account Management or Strategic Consulting preferably in SaaS or enterprise software.

Proven track record of managing complex enterprise-level accounts and delivering measurable business value.

Exceptional communication relationship-building and executive presence skills.

Experience working cross-functionally with Product Support Sales and Engineering teams.

Demonstrated ability to lead initiatives mentor peers and influence at all levels of an organization.

Strong business acumen and problem-solving skills.

Familiarity with tools like Salesforce Gainsight or similar customer success platforms.

Industry expertise relevant to our customer base What Success Looks Like

Customers view you as a strategic partner and advocate.

You consistently drive high success retention and expansion in your accounts.

Other CSMs seek out your expertise and follow the best practices you help define.

You contribute meaningfully to the evolution of the Customer Success function at a company-wide level.

Travel :

10-15% travel expected

Location :

Accounts supported for this role will be Eastern US / Canada in CST and EST time zones. Preference for candidates located in EST.

The anticipated salary range for this role is $135000-$150000 USD.

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.

As a part of the total compensation package this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge skills experience market conditions and locations as well as reflect SailPoints differing products industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary for US-based employees will be in this range from (min-mid-max USD) :

$122400 - $174900 - $227400

Base salaries for employees based in other locations are competitive for the employees home location.

Benefits Overview

1. Health and wellness coverage : Medical dental and vision insurance

2. Disability coverage : Short-term and long-term disability

3. Life protection : Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options : Supplemental life insurance for employees spouses and children

5. Flexible spending accounts for health care and dependent care; limited purpose flexible spending account

6. Financial security : 401(k) Savings and Investment Plan with company matching

7. Time off benefits : Flexible vacation policy

8. Holidays : 8 paid holidays annually

9. Sick leave

10. Parental support : Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits : Legal Assistance Critical Illness Accident Hospital Indemnity and Pet Insurance options

13. Health Savings Account (HSA) with employer contribution

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability protected veteran status or any other category protected by applicable law.

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact or mail to 11120 Four Points Dr Suite 100 Austin TX 78726 to discuss reasonable accommodations. NOTE : Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.

Required Experience :

Manager

Key Skills

Business Development,Classroom Experience,Dayforce,Go,Cloud Computing,AWS,Teaching,Administrative Experience,Leadership Experience,negotiation,SAS,Data Analysis Skills

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 135000 - 150000