Principal Customer Success Manager

As a Principal Customer Success Manager, you will serve as a senior strategic partner to our most complex and high-value customers, while also acting as a thought leader and mentor within the Customer Success organization. This role extends beyond traditional account management—you will be responsible for driving customer value, influencing product direction, and establishing best practices.
You will collaborate closely with cross-functional stakeholders in Product, Sales, Support, and Marketing to ensure that our customers achieve measurable business outcomes and long-term success. This position is well-suited for an experienced CSM who excels in strategic discussions, is comfortable navigating ambiguity, and enjoys mentoring colleagues.
Key Responsibilities

• Strategic Customer Management

  • Own executive relationships and success planning for a portfolio of strategic accounts.

  • Partner with customers to define success metrics, drive adoption, and ensure long-term satisfaction and retention.

  • Act as a trusted advisor, providing insights that align our solutions with customers’ business goals.

• Thought Leadership & Best Practices

  • Lead cross-functional initiatives to scale best practices across the Customer Success organization.

  • Develop frameworks, playbooks, and templates to improve customer engagement and outcomes.

  • Represent Customer Success in product feedback loops, contributing to roadmap discussions.

• Mentorship & Leadership

  • Coach and mentor other CSMs to build capabilities in strategic thinking, customer engagement, and influence.

  • Serve as a role model and informal leader within the team, driving a culture of excellence and collaboration.

Qualifications

• 8+ years of experience in Customer Success, Account Management, or Strategic Consulting, preferably in SaaS or enterprise software.

• Proven track record of managing complex, enterprise-level accounts and delivering measurable business value.

• Exceptional communication, relationship-building, and executive presence skills.

• Experience working cross-functionally with Product, Support, Sales, and Engineering teams.

• Demonstrated ability to lead initiatives, mentor peers, and influence at all levels of an organization.

• Strong business acumen and problem-solving skills.

• Familiarity with tools like Salesforce, Gainsight, or similar customer success platforms.

• Industry expertise relevant to our customer base

What Success Looks Like

• Customers and colleagues view you as a strategic partner and advocate.

• You consistently drive high success, retention, and expansion in your accounts.

• Other CSMs seek out your expertise and follow the best practices you help define.

• You contribute meaningfully to the evolution of the Customer Success function at a company-wide level.

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.