As a Principal Customer Success Manager (Principal CSM), 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. 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): $124,500 - $209,804.00Base 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.

• Coach, develop, and performance-manage a team of Associates and, where applicable, Team Leads—fostering a culture of precision, accountability, growth, and customer empathy. • Own and enforce quality control processes and SLA management specifically for the termination and deconversion lifecycle, ensuring business tasks are processed with the highest accuracy. • Establish and monitor KPIs—including accuracy rates, processing cycle times for deconversions, error trends, and customer-impacting metrics—using data to inform decisions and drive continuous improvement. • Manage escalations involving complex termination issues, system defects, compliance concerns (e.g., final 5500 filings, testing), and delays in transactions/reports. • Serve as an operational bridge between Customer Success, Product/Engineering, and Compliance: synthesize customer experience insights and process patterns into clear, actionable feedback that shapes product priorities and process design. • Identify, prioritize, and lead projects that develop, improve, and scale team processes for terminations and deconversions, leveraging systems (SalesForce, Jira, Snowflake, HEX) and automation. • Develop and meticulously maintain SOPs and supporting materials that are thorough enough to ensure the team can operate consistently and resiliently through volume spikes and regulatory shifts. • Oversee the team’s core work, including the creation and monitoring of ticketing activity between multiple operational teams to meet SLAs. • Oversee key financial activities related to terminations, including reconciliation to capture cash/fund imbalances, plan liquidation, cash movements, processing dividends, and plan audit activities. • Understand and engage fully on capacity planning driven by client attrition volume, seasonal peaks, and product changes; partner with senior leadership on workforce planning to ensure staffing and training readiness. • Deliver best-in-class client experience through guidance on the team’s regular interactions with plan sponsors and recordkeepers regarding transition status, required documentation, and follow-up questions. • Other duties as assigned.

• Become the strategic partner for your assigned clients, addressing their goals and recommending proven best practices that maximize their desired outcomes. • Regularly review and provide customer health data to identify trends and opportunities and actively address and avoid risks. • Provide internal communications regarding customer’s configuration, usage information, satisfaction of the system. • Establish and conduct proactive recurring cadence calls with customers that accelerate the adoption of best practice solutions aligned with customer goals and objectives. • As the account quarterback, establish and supervise the customer’s adoption, sustainment, and optimal utilization of Censis’s products and services to continually drive incremental value. Guide the customer to the appropriate internal Censis resources available. • Schedule proactive on-site visits with customers to foster relationships and better understand each customer’s unique environment. • Create and conduct annual Business Reviews with customer leadership teams to drive impactful partnership discussions, align on their vision for continuous improvement, understand key business challenges, and deliver value messaging. • Execute contract renewal management workflows, working with our internal teams and external customers to ensure timely renewals. • Build and maintain clinical and technical knowledge expertise. Knowledgeable about the workflow solutions and benefits of Censis applications. • Actively support funnel growth by generating qualified CS leads based on customer evidence. • Actively update required CRM systems and follow cross-functional standard workflows. • Be a client advocate, while keeping Censis values and initiatives in mind.

Role Description Soracom is seeking a motivated Customer Engagement Specialist with a passion for technology and the drive to build an incredible career. If you are a recent graduate or someone early in your career and looking for a great opportunity to join a fast-growing company this is the ideal opportunity. The Customer Engagement team plays a critical role in the growth of our organization. We are looking for individuals who are great team players, enjoy working in a collaborative environment, while being self-driven and autonomous. This role works in collaboration with sales and marketing nurturing leads and setting qualified discovery calls that ultimately lead to new business and new revenue. The perfect candidate has a mix of self-confidence and humility, is able to deal with rejection, and can be competitive while having fun. Key Responsibilities - Generate qualified leads through outbound phone and email prospecting - Working closely with our Marketing team to qualify inbound leads - Qualifying leads by using tools such as Salesforce, Outreach, and Zoominfo - Uncovering prospect needs, generating interest, and forwarding to the appropriate sales representative once qualified - Managing lead flow in Salesforce, and tracking qualified leads through acceptance by Sales Representatives - Meeting or exceeding set monthly goals - Working with internal teams, and other Customer Engagement Specialists to gather lead lists and execute prospecting campaigns based on territories - Demonstrate our Leadership Principles, such as Proactive, Customer Centric, Just Do It, Dive Deep, Emotionally Mature and Deliver Results Qualifications - Must be fluent in English and possess excellent writing skills - Legally eligible to work in the United States - Ability to grasp basic technical concepts - Strong listening/communication skills and ability to adjust communication style to their target audience - Able to connect to their audience via phone and video conferencing - Be autonomous and driven, with a positive and enthusiastic attitude - Able to work from home and has a dedicated and quiet focus area or workspace - Ability to thrive in a growing, fast-paced work environment - Proficiency in Microsoft Office Suite and/or Google Suite - Willingness to explore and push the boundaries of AI tools such as Claude, Google Gemini, or ChatGPT to increase productivity and automate repetitive tasks - Ability to learn and willingness to adapt through coaching - Comfortable and exceptional at managing their own time Desirable Experience and Skills - Bachelor’s Degree or relevant experience preferred - Experience working with Salesforce, Outreach and/or Zoominfo - Knows the basic IT around servers, networking, and AWS services - Has previous working experience or exposure to Slack - Experience working with a variety of partnership models and stakeholder types is a plus - WFH experience - Spanish language skills are a bonus Who you are - You are curious, persistent, and coachable. - You have thick skin and are able to handle rejection well. - Your communication is professional, consistent, and empathetic. Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Short Term & Long Term Disability - Training & Development - Work From Home - Stock Option Plan