At SailPoint, we believe enterprise security must start with identity at the foundation. Today’s enterprise runs on a diverse workforce of not just human but also digital identities—and securing them all is critical. Through the lens of identity, SailPoint empowers organizations to seamlessly manage and secure access to applications and data at speed and scale. Our unified, intelligent, and extensible platform delivers identity-first security, helping enterprises defend against dynamic threats while driving productivity and transformation. Trusted by many of the world’s most complex organizations, SailPoint secures the modern enterprise.
Program Manager, Customer Success Strategy
Location
Texas
Posted
13 days ago
Salary
$76.4K - $128.9K / year
Seniority
Senior
Job Description
Program Manager, Customer Success Strategy
SailPoint
• 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. • Design, execute, and track the progress of critical operational and lifecycle programs. • Own and scale the Customer Feedback program, establishing closed-loop processes and communication workflows to ensure customer signals directly inform our CX strategy. • Drive the strategy and content roadmap for the Customer Success Center to enable scaled, self-service customer enablement and adoption. • Architect digital journey workflows and partner collaboratively with Marketing, Product, and Revenue Operations to execute adoption, enablement, and go-to-market campaigns. • Leverage data insights to measure program impact on core SaaS metrics, iterating on digital assets, playbooks, and campaigns to maximize customer value.
Job Requirements
- 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).
- Strong strategic mindset with the demonstrated ability to conceptualize, design, and implement comprehensive CX and customer success programs from the ground up.
- Experience working with or alongside Customer Success platforms (e.g., Gainsight), marketing automation tools, or digital community/self-service platforms to deliver scaled programs.
- Proficient in analyzing data, generating actionable insights, and tying program performance directly to core SaaS metrics (GRR, NRR, TTV, adoption milestones).
- Excellent communicator, with the ability to articulate ideas, influence cross-functional stakeholders, and present confidently at all levels of the organization.
- Proven ability to manage multiple, complex projects under tight deadlines, balancing competing priorities and driving alignment across distinct teams.
Benefits
- Health and wellness coverage: Medical, dental, and vision insurance
- Disability coverage: Short-term and long-term disability
- Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
- Additional life coverage options: Supplemental life insurance for employees, spouses, and children
- Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
- Financial security: 401(k) Savings and Investment Plan with company matching
- Time off benefits: Flexible vacation policy
- Holidays: 8 paid holidays annually
- Sick leave
- Parental support: Paid parental leave
- Employee Assistance Program (EAP) and Care Counselors
- Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
- Health Savings Account (HSA) with employer contribution
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