Asia Regional Manager, Customer Success Management

SailPoint is the leader in Identity Security. SailPoint customers represent half of the Fortune 500 and half of the ASX 50.  This customer strength provides us with a great community of customers, partners and analysts who trust SailPoint and our team to solve complex challenges. The SailPoint Customer Success team champions helping our customers get maximum value out of any SailPoint products or services, so the business gets maximum lifetime value and loyalty from the customer. 

We are recognised by Analysts such as Gartner, Forester and Kuppinger Cole as the leader in the market and we continue to push ourselves to define the market and provide innovative solutions to our customers. Organizations struggle to understand who has access to what applications and data and we help them answer these key questions. Identity security is the central control point for risk management for the enterprise. 

We are proud of our team and the culture we have built which has led to our employees voting us “best places to work” – 10 years in a row. SailPoint continues to grow globally and expanding our global presence creates opportunities for talented individuals to become a part of our awesome culture. 
   

About the role:  

The role of the Regional CSM Manager is to lead a team responsible for ensuring customers get the maximum value and achieve their desired outcome(s) when using our products and services while having a great customer experience with SailPoint. It involves increasing retention, preventing churn, building loyalty, and expanding revenue. The Regional CSM Manager will act as a liaison to the various business units at SailPoint, own regional renewal & growth forecasting, and provide visibility to the APJ VP of Customer Success on key concerns. They will also work closely with our partner community toward the common goal of successful customers. 
  
Description:  

• Hire, onboard, coach and manage a diverse & high performing team of CSMs 

• Foster a positive & inclusive culture and support individual development goals 

• Empower the team with enabling skills and raising the bar in customer engagement 

• Ensure consistent delivery of CSM programs and adherence to reporting & documentation standards 

• Manage a team of CSMs responsible for the business relationship between SailPoint and assigned client accounts; plus, directly manage a small customer portfolio (i.e. act as the CSM for a small subset of customers) 

• Responsible for protecting and growing the revenue base of the team’s portfolio 

• Provide thought leadership to clients on best practices of SailPoint’s solutions for identity management, compliance, role management, and access request management; develop insights into the challenges faced by client organizations and provide recommendations based on an in-depth understanding of how the platform solves those problems. 

• Monitor the regional portfolio for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could influence the clients’ ongoing use of SailPoint’s products and services 

• Create and implement customer success plans that outline business objectives, success metrics, potential challenges, tasks, owners and timelines 

• Act as the liaison for technical inquiries, issues or escalations. This will include working with Support, Engineering, Professional Services, Product Management and others as needed.  

• Identify new opportunities for expanding SailPoint product/service usage to maximize client success and SailPoint revenue growth 

• Identify renewal risk and collaborate with internal teams to remediate and ensure successful on-time renewal 

• Travel: Estimated from 10% to 25% within APJ region and the US 

About you:  

• Experience leading and developing teams, fostering growth and collaboration

• Skills in leadership and influencing senior stakeholders 

• Experience driving customer retention and growth within a SaaS company, specifically within the Asian market (including but not limited to: Singapore, Malaysia, Philippines, Hong Kong, India, South Korea and Japan)

• Strong interpersonal skills and ability to build relationships at executive level 

• Strong customer facing skills (executive presence, writing skills, phone skills). Demonstrates a highly professional demeanor 

• Strong consulting skills. Ability to gather and analyze information and produce strategic insights into organizational and technical challenges 

• Ability to communicate technical details to a non-technical audience. Ability to foster credibility with both technical and executive audiences 

• Ability to set and communicate expectations; skill in mediating and resolving problems 

• Must be highly organized and able to prioritize and process several tasks concurrently 

• Ability to build lasting relationships based on trust 

• Takes ownership of customer issues and drives to resolution 

• Self-motivated, proactive, strong work ethic, creative, customer-centric mindset 

• Bachelor’s degree or equivalent work experience (technical degree or master’s degree a plus)  

The Path to Success 

Within the first 30 days: 

• SailPoint Overview: Learn about the company’s history, mission and core values 

• Product / Service Offering: Learn the SailPoint pitch 

• Meet the team: Introduce yourself to key stakeholders such as regional leaders, your team, AEs, marketing, channel, support, professional services, etc 

• Mentorship: Meet your onboarding buddy and set up regular meetings & 1:1s with your manager and direct reports 

• Tools: Familiarize yourself with the tools provided, such as Salesforce, Gainsight, Tableau, ServiceNow, etc.  

60 days: 

• Enablement: Complete revenue org onboarding enablement, role specific enablement, SailPoint certifications, and all assigned compliance / security tasks 

• Shadowing: Shadow CSMs on customer meetings to learn from & provide feedback on their engagements 

• Portfolio: Review your assigned customer portfolio, familiarise yourself with the customer success plans, conduct internal handovers with AEs/CSMs to understand each customer’s objectives and opportunities 

• Team Development: Understand your team’s development needs & goals and establish plans on how you will support their objectives 

90 days: 

• Customer Meetings: Conduct introduction sessions & schedule regular meetings with your customer base 

• Renewals: Accurately forecast renewals, identify & mitigate risk, and work with Renewals Managers, AEs and Partners to close renewals on time across your team’s portfolio 

• Revenue Generation: Drive ownership across the CSM team for creating opportunities for upsell/cross-sell based on customer utilisation and expanded use cases 

• Customer Advocacy: Build customer champions through the SailPoint Admirals Program, case studies, and customer speaking opportunities for user groups 

• Continuous Learning: Stay up to date on new information distributed to the team, product roadmaps, thought leadership and industry trends 

• Feedback: Actively seek and incorporate feedback from peers, mentors and management 

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.