Senior Digital Customer Success Manager

About the role

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.

Responsibilities

• 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.

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 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.

Pay & Benefits

• Estimated base salary range: $76,400 - $128,856.00
• Benefits Overview:
  • 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