Senior Digital Customer Success Manager

SailPoint

Digital Customer Success Manager at SailPoint blending digital precision and AI assistance for customer success. Engage, restore, and prescribe solutions to optimize customer experience with identity security.

Posted 7/7/2026full-timeAustin • Texas • 🇺🇸 United StatesSenior💰 $76,400 - $128,856 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

You’re energized by helping customers and have been in a CSM role for 5-7 years
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.

Benefits

Comp & perks

Health and wellness coverage: Medical, dental, and vision insurance
Disability coverage: Short-term and long-term disability
Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
Additional life coverage options: Supplemental life insurance for employees, spouses, and children
Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
Financial security: 401(k) Savings and Investment Plan with company matching
Time off benefits: Flexible vacation policy
Holidays: 8 paid holidays annually
Sick leave
Parental support: 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

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Empathetic CommunicationCollaborationDependabilityProblem Solving