[Hiring] Digital Customer Success Manager @SailPoint

Role Description

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 Do

• Execute 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.

Qualifications

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

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 & Dismemberment (AD&D)
• Additional life coverage options: Supplemental life insurance for employees, spouses, and children
• Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
• Financial security: 401(k) Savings and Investment Plan with company matching
• Time off benefits: Flexible vacation policy
• Holidays: 8 paid holidays annually
• Sick leave
• Parental support: Paid parental leave
• Employee Assistance Program (EAP) and Care Counselors
• Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
• Health Savings Account (HSA) with employer contribution

Company Description

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.