Digital Customer Success Manager
The Digital Customer Success Manager plays a pivotal role in SailPoint’s modern, AI-assisted customer success model. Your mission is to execute customer success motions consistently and effectively at scale, helping customers realize value from their SailPoint investment. Digital CSMs operate within SailPoint's pooled Digital Customer Success model, where customer engagement is driven by signals, CTAs, customer requests, and organizational priorities rather than assigned account ownership.You’ll be responsible for researching customer situations, executing targeted engagement motions, driving outcomes, and contributing to renewal forecasting. This is not a quota-carrying role; success is measured by renewal outcomes, risk reduction, opportunities created, and customer satisfaction.What You’ll DoExecute CTAs & Burst Engagements: Research and execute assigned Gainsight CTAs. Drive short, high-impact "burst" engagements designed to address customer risk, low adoption, and onboarding transitions to successful resolutions.Drive Customer Outcomes: Identify challenges and barriers to success. Connect customers with the appropriate resources, content, and internal teams to improve adoption and overall success.Identify Risk & Support Retention: Research and identify indicators of customer risk. Support renewal readiness efforts, assist with late-payment investigations, and escalate concerns when management involvement is required.Contribute to Renewal Forecasting: Investigate customer engagement, support usage, and renewal-related signals to provide documentation and updates within assigned forecasting workloads.Manage Inquiries via Shared Inbox: Respond to customer and internal stakeholder inquiries received through the shared inbox, ensuring accurate and appropriate routing.Maintain Operational Excellence: Maintain accurate customer records, forecast updates, and Gainsight documentation. Partner effectively cross-functionally with Sales, Renewals, Support, and Services.Contribute to Scale Programs: Actively participate in assigned Digital Customer Success programs, meetings, and improvement initiatives to support organizational priorities.Estimated travel: 10% for internal team meetings, conferences, or customer events.About YouYou’re energized by helping customers and have solid experience in a Customer Success or customer-facing role.You write concise, empathetic, and technically accurate messages that simplify complex topics.You thrive in a data-driven environment, maintaining high-quality customer research, documentation, and follow-through in tools like Gainsight.You consistently execute responsibilities with minimal oversight and demonstrate strong judgment and accountability.You proactively identify customer risks and opportunities and can quickly connect customers with the right resources.You’re collaborative, dependable, and actively contribute to cross-functional team success and continuous le...