Customer Success Manager

Role overview

Responsibilities

• Manage assigned customer relationships and deliver verified outcomes and retention.
• Create engagement plans for identity security programs and monitor account changes affecting customer success.
• Advise clients on identity management, compliance, role management, and access request management.
• Coordinate with delivery partners and provide strategic updates to senior management.
• Identify expansion opportunities, support renewals, and cultivate customer advocates.
• Forecast renewals, mitigate risks, support upsell and cross-sell, and build customer champions.

Requirements

• Bachelor’s degree or equivalent work experience.
• Strong customer-facing, consulting, analytical, communication, mediation, organizational, and relationship-building skills.
• Ability to communicate technical details to non-technical audiences and take ownership of challenges.
• Fluency in Arabic is mandatory.
• Experience in outcome formulation, project management, delivery planning, or business and technical consultancy is advantageous.

Travel

• Estimated travel is between 10% and 25%.

Onboarding milestones

• Within 30 days, learn SailPoint’s history, products, stakeholders, tools, and team processes.
• Within 60 days, complete enablement, shadow customer meetings, review the customer portfolio, and begin customer introductions.
• Within 90 days, forecast renewals, identify expansion opportunities, build advocacy, continue learning, and incorporate feedback.