Digital Customer Success Manager

The Role

The Digital Customer Success Manager (CSM) also known as a Scale Risk Advisor plays a pivotal role in SailPoints modern AI-assisted customer success model. This role blends digital precision with human insight helping customers get the most out of their SailPoint investment.

Digital CSMs operate in a pooled one-to-many environment using Gainsight CTAs automation and AI insights to identify at-risk customers drive adoption and restore account health through short high-impact burst engagements.

Youll be part advisor part detective and part air-traffic controller prioritizing signals cutting through noise and making every interaction count. This is not a quota-carrying role; success is measured by renewal outcomes risk reduction opportunities created and customer satisfaction.

What Youll Do

• Engage at Scale:
  Monitor inbound customer inquiries via shared inboxes and Gainsight workflows; respond with clarity empathy and accuracy.

• Rescue & Restore:
  Take temporary ownership of at-risk accounts identified through AI signals health metrics or internal referrals working to stabilize and re-engage them.

• Prescribe Solutions:
  Recommend next-step plays resources or services based on the customers maturity and pain points.

• Leverage AI & Data:
  Use Gainsight dashboards adoption metrics and digital risk indicators to identify trends and trigger proactive outreach.

• Collaborate Internally:
  Partner with Sales Renewals Support and Services to align on customer health renewal intent and next actions.

• Maintain Clarity:
  Log clear updates in Gainsight to reflect engagement activity renewal confidence and customer sentiment.

• Contribute to Scale Programs:
  Participate in outreach campaigns webinar promotions and messaging efforts that reach hundreds of customers simultaneously.

Estimated travel: 10% for internal team meetings conferences or customer events.

About You

• Youre energized by helping customers.

• You write concise empathetic and technically accurate messages that simplify complex topics.

• You thrive in a data-driven environment using tools like Gainsight AI assistants and dashboards to guide your day.

• You can quickly absorb new product knowledge and confidently translate it into actionable guidance.

• Youre a natural problem solver who can mediate tension and guide customers toward outcomes.

• Youre collaborative dependable and fun you get things done while keeping the team energy positive.

• Bonus points if youve worked with SaaS security identity governance or complex enterprise software environments.

• While not required the ability to communicate in Mandarin Korean or Japanese is a big plus.

Why Join the Digital CS Team

• Be part of SailPoints most innovative CS function blending automation AI insights and human-led strategy.

• Work with a tight-knit global team that values responsiveness creativity and humor as much as technical precision.

• Play a visible role in helping SailPoint customers succeed at scale across every stage of their identity security journey.

• Help shape the future of digital customer success in enterprise software.

What Your First Year Looks Like

Within 1 Month:

• Youll ramp up through a mix of self-led learning and guided sessions with your mentor and Enablement Manager.

• Youll dive into our tools of the trade Gainsight Salesforce Compass and others while shadowing Digital CSMs in action.

• By week 46 youll start engaging with a small set of customers alongside your mentor.

Within 34 Months:

• Youll begin handling customer and internal inquiries through our shared inbox a key channel for proactive digital support.

• Youll take on burst engagement CTAs jumping into at-risk or complex customer situations to research recommend and resolve with speed and empathy.

Within 6 Months:

• Youll be fully managing your own queue of burst engagements and contributing measurable impact to customer health and retention.

• Youll collaborate cross-functionally with Support Renewals and Services to drive scalable repeatable outcomes for customers.

Within 1 Year:

• Youll have built strong internal partnerships across Customer Success Product and Services .

• Youll confidently lead digital-first engagements navigate high-risk situations and bring clarity and calm where others see chaos.

• Youll be recognized as a go-to problem solver combining data curiosity and creativity to help customers achieve value faster.

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 SailPoints 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 employees 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 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.