Digital Customer Success Manager

• You're energized by helping customers and have solid experience in a Customer Success or customer-facing role.
• You write concise, empathetic, and technically accurate messages that simplify complex topics.
• You thrive in a data-driven environment, maintaining high-quality customer research, documentation, and follow-through in tools like Gainsight.
• You consistently execute responsibilities with minimal oversight and demonstrate strong judgment and accountability.
• You proactively identify customer risks and opportunities and can quickly connect customers with the right resources.
• You're collaborative, dependable, and actively contribute to cross-functional team success and continuous learning.
• Bonus points if you've worked with SaaS security, identity governance, or complex enterprise software environments.
• Ideally you will have 3-5 years of experience in Customer Success Management within SaaS.

• 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

• 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 executing customer outreach and researching CTAs alongside your mentor.

• 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, executing motions to address customer risk, low adoption, and opportunities with speed and empathy.

• You'll be fully managing your own queue of Gainsight CTAs and burst engagements, consistently achieving strong customer outcomes.
• You'll actively contribute to digital renewal forecasting efforts and partner effectively with cross-functional teams like Renewals and Support.

• You'll be recognized as a trusted resource for your peers, sharing knowledge and best practices willingly.
• You'll demonstrate sustained achievement of team and individual KPIs (including average CTA time-to-resolution and value achieved scores).
• You'll proactively identify customer risks and meaningfully contribute to organizational initiatives and overarching Digital Customer Success programs.

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.