• Onboarding and implementation programs that get enterprise customers to first value in weeks, not months—including success milestones, deployment playbooks, and stakeholder alignment • Operationalization frameworks: maturity models, adoption scorecards, and “what’s next” guides that help customers see the full value of the platform • Expansion playbooks that identify when customers are ready to grow—from platform to IGA, from one team to many teams, from initial deployment to full coverage • Customer health monitoring using product usage data, engagement signals, and relationship depth—proactively addressing risk before it becomes churn • Customer proof assets in partnership with product marketing: case studies, reference programs, joint conference appearances, customer advisory board participation • Synthesized customer feedback that shapes product roadmap priorities—not anecdotes, but patterns and evidence that engineering and product can act on • Renewal execution: you own the commercial conversation because you’ve built the trust and demonstrated the value

As the Senior Manager of Customer Success, you will lead, mentor, and scale a team of Customer Success Managers (CSMs) dedicated to helping our customers achieve measurable business outcomes. You will be responsible for the overall success of your team's portfolio, driving product adoption, satisfaction, and retention for our high-value customers. You will act as a strategic leader and coach, empowering your team to serve as trusted advisors and ensuring their growth and development. In this role, you will work closely with senior leadership across Product, Sales, and Support to champion the voice of the customer and drive a seamless, high-impact customer experience. You bring a strong track record of building and leading successful teams, strategic planning, and operational excellence in a fast-paced environment. Responsibilities Team Leadership & Development - Lead, mentor, and develop a high-performing team of Customer Success Managers, fostering a culture of excellence and accountability. - Oversee your team's portfolio of strategic accounts, providing guidance on success planning, risk mitigation, and growth strategies. - Conduct regular coaching sessions, performance reviews, and career development planning to ensure the professional growth of your team members. - Set clear team objectives and success metrics, ensuring alignment with broader company goals. Strategic & Scalable Operations - Design, implement, and refine scalable processes, playbooks, and best practices for the Customer Success organization. - Partner with cross-functional leaders (Sales, Product, Support) to ensure strategic alignment and advocate for customer needs at a leadership level. - Act as the primary point of escalation for complex customer issues, guiding your team to effective resolutions. - Analyze team performance and customer health data to identify trends, forecast retention, and drive strategic initiatives. Customer Advocacy & Impact - Oversee the delivery of high-impact success reviews and strategic success plans across your team's portfolio. - Synthesize feedback from your team to provide actionable insights to Product and Engineering, influencing the product roadmap. - Develop and maintain relationships with key customer stakeholders, acting as an executive sponsor where needed. Qualifications - 8-10+ years of experience in Customer Success, Account Management, or a related field in SaaS or enterprise software. - 5+ years of direct people management experience, with a proven ability to lead, coach, and motivate a team. - Demonstrated success in managing complex customer relationships and driving measurable results through a team. - Exceptional communication and leadership skills, with an ability to influence and align stakeholders at all levels, including senior executives. - Experience designing and scaling cross-functional processes and workflows. - Deep expertise with CSM platforms (e.g., Salesforce, Gainsight) to manage team performance and derive strategic insights. - Strong organizational skills and a proven ability to manage competing priorities in a dynamic environment. What Success Looks Like - You have built a high performing, engaged, and motivated team of Customer Success Managers. - Your team consistently meets and exceeds targets for customer retention, satisfaction, and portfolio growth. - You are recognized by your peers and leadership as a strategic, reliable, and influential partner. - You are a key driver of operational excellence, having implemented scalable processes that improve the effectiveness of the entire Customer Success organization. Travel: - Estimated 20% The anticipated salary range for this role is around $160,000 USD 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): $120,200 - $202,606.00Base 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 applicationassistance@sailpoint.com 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.

About Eve Eve is redefining legal technology for plaintiff law firms, and we're building the team that will take us there. We help firms handle more cases, recover more for clients, and grow with AI that works across every stage of a case, from intake through resolution. The next generation of great plaintiff firms will be AI-Native, and Eve is how they get there. But what makes Eve different isn't just the product. It's how we build it. If you're someone who takes ownership, stays curious, and wants to build AI that's already changing how law is practiced, this is where you belong. Product-market fit: Eve is trusted by over 1000+ law firms, and we’re growing fast. Backed by top investors: We’ve raised over $160M from world-class partners including Spark Capital, Andreessen Horowitz(A16z), Menlo Ventures, and Lightspeed. Built by a world-class team: Engineers, designers, and operators from places like Scale, Meta, Airbnb, Cruise, Square, Rubrik, and Lyft are building Eve from the ground up. AI-Native from day one: We’re on the bleeding edge of AI, collaborating directly with teams at OpenAI and Anthropic to build best-in-class AI workflows tailored for legal work. Explosive growth: We are growing 2X revenue Quarter over Quarter. What You'll Do: - Build a scalable library of self-serve resources: video walkthroughs, written guides, quick-reference cards, and interactive tutorials as well as help update and maintain our customer-facing knowledge base. - Develop role-specific training paths for attorneys, paralegals, and legal operations leads. - Adopt a consultative approach to customer processes and workflows to help firms seamlessly incorporate Eve into their firm. - Run live training webinars for new and existing customers. - Track engagement with educational content and connect it to product adoption and health metrics. - Conduct customer calls to answer product questions and drive solutions to any customer concerns and help close gaps for customers who might be getting stuck on their Eve journey. - Translate customer learning patterns into structured product feedback for the Engineering and Product teams. - Work with Product to create in-app guidance and contextual help as new features ship. What We're Looking For: - 3+ years in customer education, customer onboarding, customer success, or a closely related role at a SaaS company. - Experience building training programs and content libraries, not just maintaining them. - Strong written communication: you can take something complicated and make it clear without losing accuracy. - Comfortable running live training and webinars with customers. - Data-oriented: you track what you build and use results to improve it. Preferred Qualifications: - Experience in legal tech, legal operations, or working directly with law firms. - Familiarity with LMS platforms - Instructional design background or formal training in adult learning. - Experience at an early-stage company where you had to build before you could scale. Benefits 💰 Competitive Salary & Equity 💹 401(k) Program with Employer Matching ⚕️ Health, Dental, Vision and Life Insurance 🩼 Short Term and Long Term Disability 🚗 Commuter Benefits* 🧑‍💻 Autonomous Work Environment 🖥️ Workplace Setup Reimbursement 🏠 Telecomm Stipend 🏝 Flexible Time Off (FTO) + Holidays 🚀 Quarterly Team Gatherings 🥪 In office Perks* *In office employees only Eve Legal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to your recruiter. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

We believe in the power and joy of learning At Cengage, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Our culture values inclusion, engagement, and discovery Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/. As a Customer Success Manager (CSM) at Cengage, you will play a pivotal role in driving digital adoption and ensuring customer success for our valued clients. This is an exceptional opportunity to make a meaningful impact on our growth strategy! What you'll do here: - Lead onboarding and activation for all new digital customers - Deliver instructor mentoring to build digital teaching confidence and consistency - Monitor digital usage patterns and proactively intervene when usage declines - Conduct quarterly health-check calls with school leadership and instructors - Maintain Salesforce hygiene, keeping updated renewal pipeline staging and records - Mentor customers on CIMA and ExamReady analytics, digital lesson planning, and curriculum alignment - Navigate digital challenges swiftly and effectively - Find opportunities for digital expansion and upsell additional digital products Skills you will need here: - Proven experience in customer success, account management, or educational technology implementation (3–5 years) - Strong consultative and relationship-building skills to influence faculty and leadership - Showed strength in analyzing usage data, identifying risk signals, and accomplishing intervention strategies - Familiarity with CRM systems (e.g., Salesforce) and digital learning platforms - Ability to manage multiple accounts simultaneously and drive expansion opportunities within existing portfolios - Excellent communication and collaboration skills Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws. Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com. About Cengage Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education. Compensation At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy. The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range. $65,000.00 - $75,000.00 USD