Customer Success Manager

SailPoint

. Own and manage a portfolio of customer accounts with accountability for net revenue retention, gross retention, and influenced expansion revenue .

Posted 10/8/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Identity Governance and cloud entitlement management, with a strong focus on customer success and revenue retention strategies. Proficient in leveraging AI-driven insights and orchestrating cross-functional teams to enhance customer value and drive expansion opportunities.

Highest-signal resume keywords

Identity GovernanceCloud Entitlement ManagementAI-Driven Customer Success PlatformsSailPoint Platform KnowledgeExecutive Business Reviews

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Identity Security ArchitectureExpansion IdentificationAI-Generated Health Score InterpretationQuantitative Data AnalysisCustomer Disengagement Monitoring

Soft Skills

Proactive InterventionCommunicationCollaboration

Tools & Technologies

SailPoint IdentityIQSailPoint AtlasGainsight

Industry Keywords

Non-Human Identity GovernanceRegulatory ComplianceCustomer Value RoadmapsQuarterly Business ReviewsVoice-of-Customer Insights

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own and manage a portfolio of customer accounts with accountability for net revenue retention, gross retention, and influenced expansion revenue
Design and execute customer value roadmaps tied to measurable business outcomes and SailPoint platform capabilities
Conduct quarterly executive business reviews with strategic identity security advisory, maturity benchmarking, and documented ROI
Monitor AI-driven customer health scores, usage analytics, and risk signals to make proactive intervention decisions
Identify and qualify expansion opportunities across non-human identity governance, cloud entitlements, and SailPoint Atlas migration
Partner with Account Executives to progress expansion opportunities
Orchestrate Solutions Engineering, Professional Services, Support, and Product resources to resolve customer challenges and accelerate time-to-value
Advise customers on identity security, non-human and AI agent identity governance, and emerging regulatory compliance requirements
Capture and communicate voice-of-customer insights to inform SailPoint’s product roadmap and strategy
Complete structured onboarding milestones covering product mastery, tools, stakeholder mapping, opportunity identification, account prioritization, portfolio analysis, sales alignment, risk sensing, advocacy, QBRs, enablement, commercial impact, success plan execution, and renewals
Enroll all portfolio accounts in SailPoint training subscriptions
Work toward meeting or exceeding a 92% renewal rate with on-time completion

Requirements

What you’ll need

Deep understanding of Identity Governance, cloud entitlement management, and non-human identity governance
Ability to discuss identity security architecture with CISOs and IAM Directors
Comfort with revenue-adjacent accountability, including expansion identification and pricing conversations
Ability to interpret AI-generated health scores and risk signals
Comfort operating within AI-augmented Customer Success platforms such as Gainsight
Skill in conducting executive business reviews focused on strategic roadmaps and business value
Working knowledge of SailPoint’s full platform, including IdentityIQ, Atlas, cloud entitlements, and non-human identity management
Proven ability to orchestrate internal resources across Sales, Professional Services, Support, and Product without positional authority
Ability to translate quantitative data into narratives demonstrating business value and influencing renewal or expansion decisions
Capacity to monitor customer disengagement signals and intervene proactively

Benefits

Comp & perks

Equal opportunity employment
Reasonable accommodations for individuals with disabilities
Alternative application methods for applicants unable to submit through the site because of a disability