Program Manager, Customer Success Strategy

We are looking for an energetic and forward-thinking Program Manager to join our Global Customer Success Strategy team at SailPoint. In this role, you will be instrumental in designing and shaping the overarching SailPoint Customer Experience (CX) strategy. You will spearhead the creation of scalable, strategic lifecycle programs focused squarely on accelerating product adoption, securing retention, and continuously improving the end-to-end customer journey on a global scale.

Working closely with cross-functional partners in Revenue Operations, Enablement, Customer Success, Product, and Marketing, you will translate strategic vision into executed programs. Your work will play a pivotal role in maximizing customer value and impacting core business outcomes, including Gross Revenue Retention (GRR), Net Retention Rate (NRR), and Time-to-Value (TTV).

Key Responsibilities:

• CX Strategy & Lifecycle Design: Play a key role in designing the SailPoint CX strategy, developing and continually refining customer journey frameworks that drive adoption, retention, and advocacy at every touchpoint.

• Lead Strategic Programs: Design, execute, and track the progress of critical operational and lifecycle programs. Implement lifecycle management processes and best-practice playbooks tailored to distinct customer segments.

• Voice of the Customer (VoC): Own and scale the Customer Feedback program, establishing closed-loop processes and communication workflows to ensure customer signals directly inform our CX strategy.

• Digital Scale & Self-Service: Drive the strategy and content roadmap for the Customer Success Center to enable scaled, self-service customer enablement and adoption.

• Cross-functional Orchestration: Architect digital journey workflows and partner collaboratively with Marketing, Product, and Revenue Operations to execute adoption, enablement, and go-to-market campaigns.

• Data-Driven Optimization: Leverage data insights to measure program impact on core SaaS metrics, iterating on digital assets, playbooks, and campaigns to maximize customer value.

Qualifications:

• Experience: 3+ years of experience in program management, ideally within SaaS or software industries, with a successful history of driving strategic lifecycle programs (adoption, retention, and CX initiatives).

• Strategic Vision: Strong strategic mindset with the demonstrated ability to conceptualize, design, and implement comprehensive CX and customer success programs from the ground up.

• Tooling Familiarity: Experience working with or alongside Customer Success platforms (e.g., Gainsight), marketing automation tools, or digital community/self-service platforms to deliver scaled programs.

• Data-Driven Decision-Making: Proficient in analyzing data, generating actionable insights, and tying program performance directly to core SaaS metrics (GRR, NRR, TTV, adoption milestones).

• Communication: Excellent communicator, with the ability to articulate ideas, influence cross-functional stakeholders, and present confidently at all levels of the organization.

• Project Management Expertise: Proven ability to manage multiple, complex projects under tight deadlines, balancing competing priorities and driving alignment across distinct teams.

The Path to Success:

1-Month Milestones:

• Understand SailPoint's overarching CX strategy, the current state of its one-to-many model, and digital customer segments.

• Meet key cross-functional partners in Revenue Operations, Enablement, Customer Success, Product, and Marketing.

• Begin familiarizing with existing lifecycle programs, customer journey frameworks, and the content within the Customer Success Center.

2-Month Milestones:

• Assess the current state of Gainsight workflows and existing AI initiatives within Customer Success.

• Solidify relationships with immediate team members and core cross-functional stakeholders.

• Independently perform initial assessments of existing lifecycle programs, identifying opportunities for improvement and scaling to the one-to-many model.

• Draft initial proposals for refining customer journey frameworks or new program initiatives.

• Document identified gaps and opportunities for Gainsight workflow optimization.

3-Month Milestones:

• Present initial strategic recommendations for enhancing the one-to-many CX strategy and specific lifecycle programs.

• Be fully ramped on core tools, including Gainsight, and processes for program design, execution, and tracking.

• Lead the design and execution of a critical operational or lifecycle program, focusing on initial adoption or retention metrics.

• Contribute to the content roadmap for the Customer Success Center.

6-Month Milestones:

• Demonstrate measurable impact on core SaaS metrics (GRR, NRR, TTV, adoption milestones) through executed programs.

• Refine and improve existing lifecycle management processes and best-practice playbooks based on data insights and performance.

• Drive the strategy for the Customer Feedback program, establishing closed-loop processes and communication workflows.

• Actively explore and integrate AI-driven solutions to enhance CS efficiency and customer experience.

• Successfully orchestrate cross-functional campaigns impacting adoption, enablement, or go-to-market efforts.

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.

As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD):

Base salaries for employees based in other locations are competitive for the employee’s home location.

Benefits Overview

1. Health and wellness coverage: Medical, dental, and vision insurance

2. Disability coverage: Short-term and long-term disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children

5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options

13. Health Savings Account (HSA) with employer contribution

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.  

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.  NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.