Principal Customer Success Manager

About the role

SailPoint is looking for a Principal Customer Success Manager to act as a senior strategic partner to its most complex and high-value customers, while also serving as a thought leader and mentor within the Customer Success organization. The role goes beyond traditional account management: it drives customer value, influences product direction and sets best practices, working with Product, Sales, Support and Marketing so customers achieve measurable business outcomes.

Key responsibilities

• Own executive relationships and success planning for a portfolio of strategic accounts, partnering with customers to define success metrics, drive adoption and ensure retention.
• Act as a trusted advisor, giving insights that align solutions with customers' business goals.
• Lead cross-functional initiatives to scale best practices, and develop frameworks, playbooks and templates for better customer engagement.
• Represent Customer Success in product feedback loops and contribute to roadmap discussions.
• Mentor other CSMs in strategic thinking, customer engagement and influence, and act as an informal leader within the team.

Required profile

• 8+ years of experience in Customer Success, Account Management or Strategic Consulting, preferably in SaaS or enterprise software.
• Proven track record managing complex, enterprise-level accounts and delivering measurable business value.
• Exceptional communication, relationship-building and executive presence skills.
• Cross-functional experience with Product, Support, Sales and Engineering teams.
• Ability to lead initiatives, mentor peers and influence at all levels.
• Strong business acumen and problem-solving skills.

Required skills

• Familiarity with tools such as Salesforce, Gainsight or similar customer success platforms.
• Industry expertise relevant to the customer base.

What we offer

• Estimated base salary for US-based employees of $124,500 - $209,804, with benefits varying by location and employment type.
• Possible eligibility for the SailPoint Corporate Bonus Plan, role-specific commission and equity participation.
• Medical, dental and vision insurance, disability, life insurance and HSA.
• 401(k) with company matching, flexible spending accounts, 8 paid holidays, sick leave and paid parental leave.
• Travel estimated at 10% to 25%.