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.
About You
- 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.
- Ideally you will have 3-5 years of experience in Customer Success Management within SaaS.
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 — 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:
- You’ll ramp up through a mix of self-led learning and guided sessions with your mentor and Enablement Manager.
- You’ll dive into our tools of the trade — Gainsight, Salesforce, Compass, and others — while shadowing Digital CSMs in action.
- By week 4–6, you’ll start executing customer outreach and researching CTAs alongside your mentor.
Within 3–4 Months:
- You’ll begin handling customer and internal inquiries through our shared inbox — a key channel for proactive digital support.
- You’ll take on burst engagement CTAs, executing motions to address customer risk, low adoption, and opportunities with speed and empathy.
Within 6 Months:
- You’ll be fully managing your own queue of Gainsight CTAs and burst engagements, consistently achieving strong customer outcomes.
- You’ll actively contribute to digital renewal forecasting efforts and partner effectively with cross-functional teams like Renewals and Support.
Within 1 Year:
- You’ll be recognized as a trusted resource for your peers, sharing knowledge and best practices willingly.
- You’ll demonstrate sustained achievement of team and individual KPIs (including average CTA time-to-resolution and value achieved scores).
- You’ll proactively identify customer risks and meaningfully contribute to organizational initiatives and overarching Digital Customer Success programs.
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.
