Senior Digital Customer Success Manager
The Digital Customer Success Manager, also known as a Scale Risk Advisor — plays a pivotal role in SailPoint’s 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. You’ll 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 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 — working 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. Estimated travel: 10% for internal team meetings, conferences, or customer events. 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 hu...