Customer Success Manager
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Key skills for this role
Role Overview
SailPoint is hiring a Customer Success Manager with Arabic fluency in Dubai.
The role manages client retention and advocacy and builds long-term relationships across assigned accounts.
The CSM advises customers on achieving business value through SailPoint products and services.
This is not a quota-carrying sales position and focuses on verified outcomes, customer success, and retention.
Key Skills for This Role
Full Job Posting
Role overview
SailPoint is hiring a Customer Success Manager with Arabic fluency in Dubai.
The role manages client retention and advocacy and builds long-term relationships across assigned accounts.
The CSM advises customers on achieving business value through SailPoint products and services.
This is not a quota-carrying sales position and focuses on verified outcomes, customer success, and retention.
Responsibilities
- Manage assigned customer relationships and deliver verified outcomes and retention.
- Develop time-boxed plans for successful identity security programs.
- Monitor customer usage, goals, personnel, financial conditions, competitors, and satisfaction.
- Advise customers on identity management, compliance, role management, and access request management.
- Coordinate with delivery partners and report strategic customer updates to senior management.
- Identify expansion opportunities, support renewals, and cultivate customer advocates.
Requirements
- Bachelor’s degree or equivalent work experience.
- Strong customer-facing, consulting, analytical, communication, mediation, and organizational skills.
- Ability to build trusted relationships, take ownership, and work with multiple stakeholders.
- Fluency in Arabic is mandatory.
- Experience in outcome formulation, project management, delivery planning, or consultancy is advantageous.
First 30 days
- Learn SailPoint’s history, mission, core values, products, and services.
- Meet regional leaders, team members, account executives, marketing, channel, support, and professional services.
- Meet the onboarding buddy and establish regular meetings with the manager.
- Become familiar with tools including Salesforce, Gainsight, Tableau, and ServiceNow.
First 60 days
- Complete revenue organization and role-specific enablement, certifications, and compliance or security tasks.
- Shadow customer success managers on customer meetings.
- Review the assigned customer portfolio and customer success plans.
- Conduct internal handovers and schedule introduction sessions with customers.
First 90 days
- Forecast renewals, mitigate risk, and work with internal teams and partners to close renewals on time.
- Identify upsell and cross-sell opportunities based on customer utilization and expanded use cases.
- Build customer champions through advocacy programs, case studies, and speaking opportunities.
- Stay current on product roadmaps, industry trends, and team information while incorporating feedback.
Travel
- Estimated travel is between 10% and 25%.
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