Digital Customer Success Manager

The Role 

The Digital Customer Success Manager (CSM), 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. 
 

What You’ll Do 

• 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. 

Estimated travel: 10% for internal team meetings, conferences, or customer events. 

About You 

• You’re energized by helping customers. 

• 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. 

• While not required, the ability to communicate in Mandarin, Korean, or Japanese is a big plus. 

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. <