Digital Customer Success Manager

Digital Customer Success Manager (also known as a Scale Risk Advisor)

Plays a pivotal role in SailPoint’s modern, AI‑assisted customer success model. Combines digital precision with human insight, helping customers maximize 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. This is not a quota‑carrying role; success is measured by renewal outcomes, risk reduction, opportunities created, and customer satisfaction.

What

You’ll 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—to stabilize and re‑engage them.
• Prescribe Solutions:
  Recommend next‑step plays, resources, or services based on the customer’s 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.

About You

You’re energized by helping customers and have been in a CSM role for 5‑7 years.

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.

You’re a natural problem solver who can mediate tension and guide customers toward outcomes.

You’re collaborative, dependable, and fun—you get things done while keeping the team energy positive.

Bonus points if you’ve worked with SaaS security, identity governance, or complex enterprise software environments.

Why Join the Digital CS Team

Be part of SailPoint’s 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 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: Ramp up through a mix of self‑led learning and guided sessions with your mentor and Enablement Manager. Dive into our tools—Gainsight, Salesforce, Compass, and others—while shadowing Digital CSMs in action. By week 4–6, start engaging with a small set of customers alongside your mentor.
Within 3‑4 Months: Begin handling customer and internal inquiries through our shared inbox—a key channel for proactive digital support. 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: Fully manage your own queue of burst engagements and contribute measurable impact to customer health and retention. Collaborate cross‑functionally—with Support, Renewals, and Services—to drive scalable, repeatable outcomes for customers.
Within 1 Year: Build strong internal partnerships across Customer Success, Product, and Services. Confidently lead digital‑first engagements, navigate high‑risk situations, and bring clarity and calm where others see chaos. Be recognized as a go‑to problem solver—combining data, curiosity, and creativity to help customers achieve value faster.

Benefits

• Health and wellness coverage:
  Medical, dental, and vision insurance
• Disability coverage:
  Short‑term and long‑term disability
• Life protection:
  Life insurance and Accidental Death &…