Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- This role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission.
- Potential eligibility for equity participation.
- Medical, dental, and vision insurance
- Short-term and long-term disability coverage
- Life insurance and Accidental Death & Dismemberment (AD&D)
- Supplemental life insurance options for employees, spouses, and children
- Flexible spending accounts for health care and dependent care; limited purpose flexible spending account
- 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 Legal Assistance, Critical Illness, Accident, Hospital Indemnity, and Pet Insurance options
- Health Savings Account (HSA) with employer contribution
Company Overview
Company H1B Sponsorship