Director, Customer Success - AMS (Enterprise SaaS industry)

The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint product or service, so the business gets maximum lifetime value and loyalty from the customer.

The Director of Customer Success is responsible for overall customer retention and satisfaction, as well as building and managing business relationships between various SailPoint teams. This role serves as a manager to the Customer Success Managers within the Americas region (team of 50+) by enabling them to help our customers achieve success through the use of SailPoint’s products and services. This role is all about customer satisfaction and is not a quota carrying sales position.

SailPoint has a tremendous track record of being customer focused and maintains world-class satisfaction rates.

Description:

• Maintain current high retention levels across all accounts within the Americas

• Provide coaching, training, and management to the Customer Success Managers in the AMS region.

• Point of contact for customer escalations to drive resolution and provide support to the customer success managers

• Responsible for team retention and morale as well as hiring and managing team resources

• Maintain and report on team metrics including customer health, NPS results, retention, reference-ability, account status’, risk and any company initiative campaigns

• Foster relationships with key customer advocates and strategic accounts in the region

• Aggregates the ‘voice of the customer’ to various teams within SailPoint, including; Sales and Marketing teams to drive successful campaigns for account growth, Product Management to identity top customer product needs, Professional Services to drive customer satisfaction and sales, Engineering to prioritize customer issues, and the Executive team to know where to focus their time and attention
  
  

Requirements:

• 10+ years of customer facing experience along with strong customer interaction skills (executive presence, writing skills, phone skills).  Demonstrates a highly professional demeanor

• Prior experience mentoring, managing, and scaling larger customer success teams

• 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 within a team environment

• Must be highly organized and able to prioritize and process a number of tasks concurrently

• Ability to build lasting relationships based on trust externally and internally to collaborate on customer concerns and resolutions

• Self-motivated, strong work ethic, creative, customer-centric personality

• Bachelor’s degree is preferred not required or equivalent work experience
  
  

Travel:                     

• Travel Estimated 10%-15%

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-mid-max, USD):

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 everyone to our team.  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.