Director, Customer Success Management

About the role:

SailPoint is seeking an experienced and dynamic professional to join our team as the Director of Customer Success for the Asia-Pacific (APAC) region. In this role, you will be responsible for leading and developing the entire APAC Customer Success Management (CSM) team. The ideal candidate will have a proven track record of driving customer success, building strong relationships, and ensuring customer satisfaction. This can be a remote role preferably based in Singapore, Taiwan, Hong Kong or Sydney.

Responsibilities:

Team Leadership:

• Lead, mentor, and inspire the APAC Customer Success team to achieve and exceed customer satisfaction and retention goals.

• Foster a collaborative and high-performance culture within the team.

• Provide coaching and professional development opportunities for team members.

Customer Engagement:

• Develop and execute strategies to ensure customer success, adoption, and satisfaction with SailPoint's solutions.

• Collaborate with customers to understand their business goals and challenges, and align SailPoint solutions to meet their needs.

• Proactively identify and address customer concerns, working cross-functionally to find solutions.

Retention and Expansion:

• Drive customer retention and expansion initiatives, working closely with Sales and other cross-functional teams.

• Identify opportunities for upselling and cross-selling additional SailPoint products and services.

Performance Metrics:

• Establish and monitor key performance indicators (KPIs) to measure the success of the APAC CSM team.

• Analyze and report on customer success metrics, providing regular updates to leadership.

Remote Collaboration:

• Effectively collaborate with remote team members and cross-functional teams to ensure seamless communication and coordination.

About you:

• Minimum of 5-10 years of experience in a customer facing role (customer success or account management). 3-5 of those years being in a management role.

• Proven experience managing and leading a customer success team in a software or technology company.

• Deep understanding of the specific needs and challenges in the APAC region

• Strong understanding of identity and access management (IAM) concepts and solutions.

• Excellent communication and interpersonal skills.

• Ability to work independently and collaboratively in a remote environment.

• Familiarity with SailPoint's products and solutions is a plus.

SailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.