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About the Role

This role blends digital precision with human insight, helping customers maximize their SailPoint investment within a modern, AI-assisted customer success model. Digital CSMs operate in a pooled, one-to-many environment, using automation and AI insights to identify at-risk customers, drive adoption, and restore account health through short, high-impact engagements. Success is measured by renewal outcomes, risk reduction, opportunities created, and customer satisfaction, not quota attainment.

Responsibilities

Monitor inbound customer inquiries via shared inboxes and Gainsight workflows, responding with clarity, empathy, and accuracy.
Take temporary ownership of at-risk accounts identified through AI signals, health metrics, or internal referrals to stabilize and re-engage them.
Recommend next-step plays, resources, or services based on customer maturity and pain points.
Utilize 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 reaching hundreds of customers simultaneously.

Requirements

5-7 years of experience in a Customer Success Manager role.
Ability to write concise, empathetic, and technically accurate messages that simplify complex topics.
Proficiency in using data-driven tools such as Gainsight, AI assistants, and dashboards.
Capacity to quickly absorb new product knowledge and translate it into actionable guidance.
Natural problem-solving skills with the ability to mediate tension and guide customers toward outcomes.
Collaborative, dependable, and positive team player.
Experience with SaaS security, identity governance, or complex enterprise software environments is a plus.

Skills

Customer Success Management
AI-assisted customer success
Gainsight
Data analysis
Problem-solving
Collaboration
Communication

Location

US-based

Work Type

Full-time
Hybrid

Experience Level

Mid-level

Salary/Compensations

$76,400 - $128,856.00

Benefits

Medical, dental, and vision insurance
Short-term and long-term disability coverage
Life insurance and Accidental Death & Dismemberment (AD&D)
Supplemental life insurance options
Flexible spending accounts for health care and dependent care
401(k) Savings and Investment Plan with company matching
Flexible vacation policy
8 paid holidays annually
Sick leave
Paid parental leave
Employee Assistance Program (EAP) and Care Counselors
Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
Health Savings Account (HSA) with employer contribution
Potential eligibility for SailPoint Corporate Bonus Plan or role-specific commission
Potential eligibility for equity participation

About the Company

SailPoint is a leading provider of identity security for the modern enterprise.
The SailPoint Identity Security Platform uses artificial intelligence and machine learning to deliver the right level of access to the right identities and resources at the right time.
Our intelligent, autonomous, and integrated solutions put identity security at the core of digital business operations, enabling organizations to defend against pressing threats.

Equal Opportunity

SailPoint is an equal opportunity employer and welcomes all qualified candidates to apply.
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.
The employment policy of SailPoint is to provide equal opportunity to all persons, and it is SailPoint’s policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities.
SailPoint does not discriminate on the basis of national origin or citizenship status.
Employees and applicants shall not be subjected to harassment, intimidation, threats, coercion, or discrimination for engaging in protected activities related to equal opportunity.