Customer Success Manager - Identity Security

About the role

SailPoint's Customer Success team acts as strategic advisor to customers, helping them get maximum value from its identity security platform. The Customer Success Manager drives measurable business value through adoption, expansion and ongoing value realization, working in an AI-augmented engagement model. The role carries commercial accountability for net revenue retention and expansion, partnering with Sales, Solutions Engineering, Professional Services and Customer Support.

Key responsibilities

• Own and manage a portfolio of customer accounts, accountable for net revenue retention, gross retention and expansion revenue.
• Design and run value roadmaps per customer, linking risk reduction, compliance coverage and operational efficiency to SailPoint capabilities.
• Run quarterly executive business reviews with documented ROI and industry benchmarks.
• Monitor AI-driven health scores, usage analytics and risk signals to act proactively.
• Identify expansion opportunities such as cross-sell into non-human identity governance, cloud entitlements and SailPoint Atlas migration, with Account Executives.
• Coordinate Solutions Engineering, Professional Services, Support and Product to resolve complex issues and speed time-to-value.
• Advise customers on non-human and AI agent identity governance and regulatory compliance, and share customer insights with the product roadmap.

Required profile

• Deep understanding of Identity Governance, cloud entitlement management and non-human identity governance, able to speak to CISOs and IAM Directors.
• Commercial acumen and comfort with pricing conversations and revenue-adjacent accountability.
• Proven ability to orchestrate cross-functional resources without positional authority.
• Resilience and proactive risk sensing, and analytical storytelling with quantitative data.

Required skills

• Data literacy and AI fluency, including AI-augmented CS platforms such as Gainsight.
• Platform breadth: IdentityIQ, Atlas, cloud entitlements and non-human identity management.
• CRM tool proficiency and success plan execution.