Remote Senior Digital Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. SailPoint Technologies, Inc. is seeking a Senior Digital Customer Success Manager to enhance their AI-assisted customer success model. This role focuses on engaging with customers to maximize their investment in SailPoint, utilizing digital tools and human insight to drive adoption and restore account health.ResponsibilitiesMonitor inbound customer inquiries via shared inboxes and Gainsight workflows; respond with clarity, empathy, and accuracyTake temporary ownership of at-risk accounts identified through AI signals, health metrics, or internal referrals working to stabilize and re-engage themRecommend next-step plays, resources, or services based on the customers maturity and pain pointsUse Gainsight dashboards, adoption metrics, and digital risk indicators to identify trends and trigger proactive outreachPartner with Sales, Renewals, Support, and Services to align on customer health, renewal intent, and next actionsLog clear updates in Gainsight to reflect engagement activity, renewal confidence, and customer sentimentParticipate in outreach campaigns, webinar promotions, and messaging efforts that reach hundreds of customers simultaneouslySkills5-7 years of experience in a Customer Success Manager (CSM) roleAbility to write concise, empathetic, and technically accurate messages that simplify complex topicsThrive in a data-driven environment, using tools like Gainsight, AI assistants, and dashboards to guide your dayAbility to quickly absorb new product knowledge and confidently translate it into actionable guidanceNatural problem solver who can mediate tension and guide customers toward outcomesCollaborative, dependable, and fun personality with the ability to get things done while keeping team energy positiveExperience working with SaaS security, identity governance, or complex enterprise software environmentsBenefitsMedical, dental, and vision insuranceShort-term and long-term disabilityLife insurance and Accidental Death & Dismemberment (AD&D)Supplemental life insurance for employees, spouses, and childrenFlexible spending accounts for health care, and dependent care; limited purpose flexible spending account401(k) Savings and Investment Plan with company matchingFlexible vacation policy8 paid holidays annuallySick leavePaid parental leaveEmployee Assistance Program (EAP) and Care CounselorsLegal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance optionsHealth Savings Account (HSA) with employer contributionSailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participationCompany OverviewSailPoint is an identity and access management provider helping organizations deliver and manage user access from any device. It was founded in 2005, and is headquartered in Austin, Texas, USA, with a workforce of 1001-5000 employees. Its website is http://www.sailpoint.com.Company H1B SponsorshipSailPoint has a track record of offering H1B sponsorships, with 19 in 2026, 40 in 2025, 35 in 2024, 28 in 2023, 51 in 2022, 20 in 2021, 22 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply To this Job .