Digital Customer Success Manager

SailPoint is hiring a Digital Customer Success Manager to execute customer success engagements at scale in its pooled, AI-assisted model. The role helps customers realize value, addresses adoption and retention risks, contributes to renewal forecasting, and coordinates with internal teams.

Responsibilities:

• Research and execute assigned Gainsight CTAs. Drive short, high-impact "burst" engagements designed to address customer risk, low adoption, and onboarding transitions to successful resolutions
• Identify challenges and barriers to success. Connect customers with the appropriate resources, content, and internal teams to improve adoption and overall success
• Research and identify indicators of customer risk. Support renewal readiness efforts, assist with late-payment investigations, and escalate concerns when management involvement is required
• Investigate customer engagement, support usage, and renewal-related signals to provide documentation and updates within assigned forecasting workloads
• Respond to customer and internal stakeholder inquiries received through the shared inbox, ensuring accurate and appropriate routing
• Maintain accurate customer records, forecast updates, and Gainsight documentation. Partner effectively cross-functionally with Sales, Renewals, Support, and Services
• Actively participate in assigned Digital Customer Success programs, meetings, and improvement initiatives to support organizational priorities

Requirements:

• 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