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Digital Customer Success Manager (also known as a Scale Risk Advisor)

Plays a pivotal role in SailPoint’s modern, AI‑assisted customer success model. Combines digital precision with human insight, helping customers maximize their SailPoint investment. Digital CSMs operate in a pooled, one‑to‑many environment, using Gainsight CTAs, automation, and AI insights to identify at‑risk customers, drive adoption, and restore account health through short, high‑impact “burst” engagements. This is not a quota‑carrying role; success is measured by renewal outcomes, risk reduction, opportunities created, and customer satisfaction.

What You’ll Do

• 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—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.

About You

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.

Why Join the Digital CS Team

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 across every stage of their identity security journey.

Help shape the future of digital customer success in enterprise software.

What Your First Year Looks LikeWithin 1 Month: Ramp up through a mix of self‑led learning and guided sessions with your mentor and Enablement Manager. Dive into our tools—Gainsight, Salesforce, Compass, and others—while shadowing Digital CSMs in action. By week 4–6, start engaging with a small set of customers alongside your mentor.
Within 3‑4 Months: Begin handling customer and internal inquiries through our shared inbox—a key channel for proactive digital support. Take on burst engagement CTAs, jumping into at‑risk or complex customer situations to research, recommend, and resolve with speed and empathy.
Within 6 Months: Fully manage your own queue of burst engagements and contribute measurable impact to customer health and retention. Collaborate cross‑functionally—with Support, Renewals, and Services—to drive scalable, repeatable outcomes for customers.
Within 1 Year: Build strong internal partnerships across Customer Success, Product, and Services. Confidently lead digital‑first engagements, navigate high‑risk situations, and bring clarity and calm where others see chaos. Be recognized as a go‑to problem solver—combining data, curiosity, and creativity to help customers achieve value faster.Benefits

• 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

Equal Opportunity / Commitment Statement

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.

SailPoint is a leading provider of identity security for the modern enterprise. Enterprise security starts and ends with identities and their access, yet the ability to manage and secure identities today has moved well beyond human capacity. Using a foundation of artificial intelligence and machine learning, the SailPoint Identity Security Platform delivers the right level of access to the right identities and resources at the right time—matching the scale, velocity, and environmental needs of today’s cloud‑oriented enterprise. Our intelligent, autonomous, and integrated solutions put identity security at the core of digital business operations, enabling even the most complex organizations across the globe to build a security foundation capable of defending against today’s most pressing threats.

The employment policy of SailPoint is to provide equal opportunity for all persons, and it is SailPoint’s policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities. It is SailPoint’s policy to recruit, hire, train and promote qualified individuals in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, national origin, sex, military and/or veteran status, disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements. SailPoint does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986. Employees and applicants shall not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in or may engage in any of the following activities: Filing a complaint; Assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of the affirmative action provisions of Section 503, VEVRAA, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; Opposing any act or practice made unlawful by Section 503, VEVRAA, or their implementing regulations in this part, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; or Exercising any other right protected by section 503, VEVRAA or their implementing regulations. SailPoint will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified employee or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business. SailPoint’s affirmative action program contains an audit and reporting system which enables us to measure the effectiveness of our program, indicate any need for remedial action, determine the degree to which our objectives have been attained, determine whether protected veterans and individuals with disabilities had had the opportunity to participate in company‑sponsored activities, measure our compliance with the program’s specific obligations, and document actions taken to comply with these obligations.