Senior Digital Customer Success Manager

SailPoint Technologies, Inc. is seeking a Senior Digital Customer Success Manager to enhance their AI-assisted customer success model. This role focuses on engaging with customers to maximize their investment in SailPoint, utilizing digital tools and human insight to drive adoption and restore account health.

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

Requirements:

• 5-7 years of experience in a Customer Success Manager (CSM) role
• Ability to 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
• Ability to quickly absorb new product knowledge and confidently translate it into actionable guidance
• Natural problem solver who can mediate tension and guide customers toward outcomes
• Collaborative, dependable, and fun personality with the ability to get things done while keeping team energy positive
• Experience working with SaaS security, identity governance, or complex enterprise software environments