Senior Digital Customer Success Manager
About The Position
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.
Requirements
- Energized by helping customers and have been in a CSM role for 5-7 years
- Write concise, empathetic, and technically accurate messages that simplify complex topics.
- Thrive in a data-driven environment, using tools like Gainsight, AI assistants, and dashboards to guide your day.
- Can quickly absorb new product knowledge and confidently translate it into actionable guidance.
- A natural problem solver who can mediate tension and guide customers toward outcomes.
- Collaborative, dependable, and fun — you get things done while keeping the team energy positive.
Nice To Haves
- Worked with SaaS security, identity governance, or complex enterprise software environments.
Responsibilities
- Monitor inbound customer inquiries via shared inboxes and Gainsight workflows; respond with clarity, empathy, and accuracy.
- Take temporary ownership of at-risk accounts identified through AI signals, health metrics, or internal referrals — working to stabilize and re-engage them.
- Recommend next-step plays, resources, or services based on the customer’s maturity and pain points.
- Use Gainsight dashboards, adoption metrics, and digital risk indicators to identify trends and trigger proactive outreach.
- Partner with Sales, Renewals, Support, and Services to align on customer health, renewal intent, and next actions.
- Log clear updates in Gainsight to reflect engagement activity, renewal confidence, and customer sentiment.
- Participate in outreach campaigns, webinar promotions, and messaging efforts that reach hundreds of customers simultaneously.
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
- SailPoint Corporate Bonus Plan or a role-specific commission
- Potential eligibility for equity participation
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
