Digital Customer Success Manager

SailPoint

1d • $76,400 - $128,856

About The Position

The Digital Customer Success Manager works within SailPoint’s pooled Digital Customer Success model, using customer signals, calls to action (CTAs), customer requests, and organizational priorities to guide engagement rather than owning assigned accounts. The role executes customer success motions consistently at scale to help customers realize value from their SailPoint investment. It is not quota-carrying; success is measured through renewal outcomes, risk reduction, opportunities created, and customer satisfaction.

The manager researches customer situations, conducts targeted short-term engagements, identifies risks and barriers to success, connects customers with appropriate resources, supports renewal readiness and forecasting, and maintains accurate customer records and documentation. The position collaborates with Sales, Renewals, Support, and Services, and contributes to digital customer success programs and improvement initiatives. Estimated travel is 10% for internal team meetings, conferences, or customer events.

The role includes structured onboarding milestones: initial learning and tool training with mentor support, followed by responsibility for customer outreach, shared-inbox inquiries, CTA and burst-engagement queues, renewal forecasting, cross-functional collaboration, and sustained contribution to team KPIs and organizational initiatives.

Requirements

• Solid experience in Customer Success or another customer-facing role.
• Ability to write concise, empathetic, and technically accurate messages that simplify complex topics.
• Ability to work in a data-driven environment and maintain high-quality customer research, documentation, and follow-through in tools such as Gainsight.
• Ability to execute responsibilities with minimal oversight and demonstrate strong judgment and accountability.
• Ability to proactively identify customer risks and opportunities and connect customers with appropriate resources.
• Collaborative and dependable approach, with active contribution to cross-functional team success and continuous learning.

Nice To Haves

• Experience with SaaS security, identity governance, or complex enterprise software environments.

Responsibilities

• Research and execute assigned Gainsight CTAs and targeted burst engagements to address customer risk, low adoption, and onboarding transitions.
• Identify customer challenges and barriers to success, and connect customers with appropriate resources, content, and internal teams.
• Research indicators of customer risk, support renewal readiness, assist with late-payment investigations, and escalate concerns when management involvement is needed.
• Investigate customer engagement, support usage, and renewal-related signals; document findings and provide updates for assigned forecasting workloads.
• Respond to customer and internal stakeholder inquiries through the shared inbox, ensuring accurate and appropriate routing.
• Maintain accurate customer records, forecast updates, and Gainsight documentation.
• Partner cross-functionally with Sales, Renewals, Support, and Services.
• Participate in assigned Digital Customer Success programs, meetings, and improvement initiatives.
• Contribute to customer outreach and CTA research during onboarding, then manage a queue of CTAs and burst engagements.
• Contribute to digital renewal forecasting and work toward team and individual KPIs, including average CTA time-to-resolution and value achieved scores.
• Share knowledge and best practices with peers and proactively identify customer risks and opportunities.

Benefits

• Medical, dental, and vision insurance.
• Short-term and long-term disability coverage.
• Life insurance and Accidental Death & Dismemberment coverage.
• Supplemental life insurance options for employees, spouses, and children.
• Health care, dependent care, and limited-purpose flexible spending accounts.
• 401(k) Savings and Investment Plan with company matching.
• Flexible vacation policy.
• Eight paid holidays annually.
• Sick leave.
• Paid parental leave.
• Employee Assistance Program and Care Counselors.
• Voluntary legal assistance, critical illness, accident, hospital indemnity, and pet insurance options.
• Health Savings Account with employer contribution.
• Potential eligibility for the SailPoint Corporate Bonus Plan or role-specific commission.
• Potential eligibility for equity participation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed