Principal Customer Success Manager

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 management—you 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. 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 The Path to Success 30 Day Milestones Upon completing SailPoint specific trainings, understanding the SailPoint products, core value, features, and use cases Demonstrate proficiency in SailPoint’s CRM tool, and articulating the value of Success Plans in delivering customer results.

Stakeholder Mapping: After meeting with key stakeholders (cross-functional and within the Customer Success Department), create and present a stakeholder map to demonstrate your understanding of how to maximize partnerships and collaboration workflows, including defining each member's role and responsibilities within accounts. 60 Day Milestones Opportunity Identification: Identify adoption and expansion opportunities in 1–2 accounts using data-driven insights and present a mock QBR use case to leadership.

Account Prioritization: Demonstrate customer prioritization by categorizing your assigned accounts based on their needs, health score, and product maturity, then devise a tailored cadence of touchpoints based on this prioritization. Portfolio Analysis: Complete a thorough account review for 5 accounts using Gainsight data to demonstrate an understanding of success plans for key accounts, analyzing customer health and churn risk.

90 Day Milestones Sales Alignment: Identify and draft a plan of how to engage with Sales for an example of upsell, cross-sell, and expansion within one key existing account, along with expected close dates and a plan to translate that into a qualified lead. Risk Sensing: Be fully able to identify renewal and forecasting risks across your book of business. Strategic Courage: Demonstrate courage by asking uncomfortable, difficult, or "big" questions to both internal teams and customers to drive progress.

Travel: Estimated from 10% to 25% 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 SailPoint’s 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-max, USD): $124,500 - $209,804.00 Base salaries for employees based in other locations are competitive for the employee’s 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 applicationassistance@sailpoint.com 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. SailPoint (Nasdaq: SAIL) is defining the new era of adaptive identity security.

In a world where non-human identities now significantly outnumber humans, our AI-powered platform unifies identity, security, and data intelligence to protect today’s enterprise from advanced identity-based threats. We deliver the identity solution that spans both the breadth of identities and the depth of context needed to drive real-time access with confidence. Built on principles like zero-standing privilege and contextualized risk, our SailPoint platform transforms identity from a point of vulnerability into a powerful security advantage.

Trusted by many of the world's leading organizations, SailPoint secures the enterprise with intelligent, autonomous identity security. The employment policy of SailPoint is to provide equal opportunity to all persons, and it is SailPoint’s policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities.

It is SailPoint’s policy to recruit, hire, train and promote qualified individuals in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, national origin, sex, military and/or veteran status, disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements. SailPoint does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986.

Employees and applicants shall not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in or may engage in any of the following activities: Filing a complaint; Assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of the affirmative action provisions of Section 503, VEVRAA, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; Opposing any act or practice made unlawful by Section 503, VEVRAA,

or their implementing regulations in this part, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; or Exercising any other right protected by section 503, VEVRAA or their implementing regulations. SailPoint will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified employee or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.

SailPoint’s affirmative action program contains an audit and reporting system which enables us to measure the effectiveness of our program, indicate any need for remedial action, determine the degree to which our objectives have been attained, determine whether protected veterans and individuals with disabilities had had the opportunity to participate in company-sponsored activities, measure our compliance with the program’s specific obligations, and document actions taken to comply with these obligations.

• 8+ years in Customer Success, Account Management, or Strategic Consulting, preferably in SaaS or enterprise software
• Proven experience managing complex enterprise accounts and delivering measurable business value
• Strong communication, leadership, cross-functional collaboration, and proficiency with tools like Salesforce or Gainsight