Head of Global Customer Success Operations

Head of Customer Success Operations

Are you passionate about driving revenue growth through data-driven customer success strategies? Do you thrive in a fast-paced environment where you can build and lead a high-performing team?

If so, SailPoint is looking for a Head of Global Customer Success Operations to join our team. Reporting directly to the VP of Revenue Operations, this individual will be a key partner to the Chief Customer Officer (CCO) and their team, ensuring customer success initiatives are executed efficiently and effectively. This role will be instrumental in leading a world-class customer success operations function, encompassing customer success management, customer support, and training, to deliver exceptional value and foster long-term customer relationships.

• Operational Strategy: Partner with Leadership to build and evolve scalable processes across onboarding, adoption, health monitoring, retention, and expansion.

• Customer Metrics & Insights: Define KPIs, build dashboards, and deliver actionable insights that drive customer health and lifetime value.

• Team Leadership: Lead and mentor a high-performing CS Ops team—cultivating a culture of accountability, growth, and impact.

• Cross-Functional Enablement: Partner with Sales, Product, Marketing, and Finance to align customer initiatives and enhance the end-to-end experience.

• Forecasting & Planning: Own the various post-sales forecasting and modeling to support strategic planning and board-level visibility.

• Innovation & Excellence: Bring a continuous improvement mindset to tooling, systems, playbooks, and automation across all customer teams.

• 6+ years of experience in B2B SaaS operations or customer success—preferably in a scaling or enterprise environment.

• Deep fluency in CS metrics, journey mapping, health scoring, and segmentation strategies.

• Strong analytical and data visualization skills (Excel, SQL, BI tools like Tableau/Looker).

• Proven ability to lead cross-functional initiatives and translate vision into execution.

• Experience managing and mentoring high-performance ops teams.

• Comfort operating in ambiguity while maintaining rigor and accountability.

• Bonus: Experience with Gainsight, Salesforce, CPQ, or customer lifecycle tools.

Plan for Success:

• First 30 Days - Discovery and Relationship Building Meet with direct reports and key stakeholders to understand their roles and current projects. Conduct a thorough review of existing customer success operations, processes, and tools.
• First 60 Days - Deep Dive and Initial Recommendations Dive deeper into manual processes to identify specific areas for automation and AI implementation. Analyze existing data and reporting to understand key metrics and identify gaps, presenting initial findings to leadership.
• First 90-120 Days - Strategic Plan and Initial Implementation Develop a comprehensive 6-12 month strategic plan. Begin implementing "quick win" initiatives while presenting the full plan to leadership for approval.
• 120+ Days - Execution and Iteration Continuously execute the strategic plan, manage projects, and iterate on processes based on data and feedback to build a world-class Customer Success Operations function.

• Own Real Impact: Your work will directly influence revenue retention, customer growth, and our long-term success.

• Grow with Us: We’re scaling fast—this role is a launchpad for future executive leadership.

• Join a Culture of Excellence: You’ll work with some of the best minds in GTM and operations, in a culture built on trust and innovation.

If you're ready to transform customer success into a strategic growth engine—we want to hear from you.

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):

Base 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 [email protected] 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.