Job Overview
Location
Remote (Texas, USA)
Job Type
Full-time
Category
Marketing
Date Posted
June 3, 2026
Full Job Description
đź“‹ Description
- • Design and continually refine the global SailPoint Customer Experience (CX) strategy to drive product adoption, retention, and advocacy across all customer touchpoints.
- • Lead the end-to-end creation, execution, and tracking of scalable lifecycle programs tailored to distinct customer segments, focusing on accelerating Time-to-Value (TTV) and improving Net Retention Rate (NRR) and Gross Revenue Retention (GRR).
- • Own and scale the Voice of the Customer (VoC) program by establishing closed-loop feedback processes that directly inform CX strategy and operational improvements.
- • Drive the strategy and content roadmap for the Customer Success Center to enable scaled, self-service customer enablement and adoption.
- • Architect digital customer journey workflows in collaboration with Marketing, Product, Revenue Operations, and Enablement teams to execute adoption, enablement, and go-to-market campaigns.
- • Leverage data insights from SaaS metrics (GRR, NRR, TTV, adoption milestones) to optimize digital assets, playbooks, and campaigns for maximum customer value.
- • Implement and refine lifecycle management processes and best-practice playbooks using Customer Success platforms such as Gainsight.
- • Assess and improve existing Gainsight workflows and AI initiatives within Customer Success to enhance efficiency and scalability.
- • Document gaps and opportunities in current program structures and propose data-backed refinements to customer journey frameworks.
- • Present strategic recommendations for enhancing the one-to-many CX model and lead the design and execution of critical operational programs focused on retention and adoption.
- • Contribute to the content roadmap for the Customer Success Center by identifying high-impact resources and self-service tools.
- • Actively explore and integrate AI-driven solutions to improve customer success efficiency and overall experience.
- • Build and maintain strong relationships with cross-functional stakeholders in Revenue Operations, Product, Marketing, and Customer Success to ensure alignment and execution.
- • Ramp quickly on SailPoint’s CX strategy, digital customer segments, and existing lifecycle programs within the first 30 days.
- • Achieve measurable impact on core SaaS metrics through executed programs by the 6-month milestone.
🎯 Requirements
- • 3+ years of experience in program management within SaaS or software industries, with a proven track record in driving strategic lifecycle programs (adoption, retention, CX)
- • Strong strategic mindset with demonstrated ability to design and implement comprehensive CX and customer success programs from the ground up
- • Experience working with Customer Success platforms (e.g., Gainsight), marketing automation tools, or digital self-service platforms
- • Proficient in analyzing data to generate actionable insights tied to core SaaS metrics (GRR, NRR, TTV, adoption milestones)
- • Excellent communication skills with ability to influence cross-functional stakeholders and present confidently at all organizational levels
- • Proven ability to manage multiple complex projects under tight deadlines while balancing competing priorities and driving alignment across teams
🏖️ Benefits
- • Medical, dental, and vision insurance
- • Short-term and long-term disability coverage
- • Life insurance and Accidental Death & Dismemberment (AD&D)
- • 401(k) Savings and Investment Plan with company matching
- • Flexible vacation policy and 8 paid holidays annually
- • Paid parental leave and Health Savings Account (HSA) with employer contribution
Skills & Technologies
About SailPoint Technologies Holdings, Inc.
SailPoint Technologies provides identity security software that automates how enterprises manage user access to applications, data, and cloud resources. Its AI-driven IdentityNow and IdentityIQ platforms centralize provisioning, governance, and compliance workflows to reduce risk and enforce least-privilege policies across hybrid environments. Customers use the products to streamline join-move-leave processes, detect anomalous access, and satisfy regulatory mandates. The Austin, Texas-headquartered company serves large global organizations through cloud and on-premise deployments and a partner ecosystem of system integrators and technology vendors.
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