Customer Success Manager

Digital Customer Success Manager (Scale Risk Advisor)

Team: Digital Customer Success (Scale CSM)

Location: Remote / Global

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.

• By week 4–6, you’ll start engaging with a small set of customers 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, jumping into at-risk or complex customer situations to research, recommend, and resolve with speed and empathy.

Within 6 Months:

• You’ll be fully managing your own queue of burst engagements and contributing measurable impact to customer health and retention.

• You’ll collaborate cross-functionally — with Support, Renewals, and Services — to drive scalable, repeatable outcomes for customers.

Within 1 Year:

• You’ll have built strong internal partnerships across Customer Success, Product, and Services .

• You’ll confidently lead digital-first engagements, navigate high-risk situations, and bring clarity and calm where others see chaos.

• You’ll be recognized as a go-to problem solver — combining data, curiosity, and creativity to help customers achieve value faster.

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 applicationassistance@sailpoint.com 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.