AI-Driven Digital Customer Success Manager

Savvy; United States; On-site; USD 76,000 - 129,000; Full time

Benefits offered by this job

Health and wellness coverage

401(k) matching

Flexible vacation policy

Parental leave

Employee Assistance Program

Job summary

SailPoint is seeking a Digital Customer Success Manager to execute customer success motions at scale within our AI-assisted model. You’ll drive outcomes, reduce risk, and contribute to renewal forecasting across a pooled CS structure.

You’ll work with Gainsight, Salesforce, Compass and cross‑functional teams, delivering concise, empathetic communications while maintaining accurate records and measurable KPIs. Travel up to 10% may be required.

Qualifications

• 3+ years in a Customer Success or customer-facing role.
• Experience with Gainsight or similar CS tools.
• Strong written and verbal communication with data-driven mindset.
• Ability to collaborate cross-functionally with Sales, Renewals, Support, and Services.

Responsibilities

• Execute CTAs and burst engagements to address risk, adoption gaps, and onboarding transitions.
• Identify customer challenges and connect them with the right resources to improve outcomes.
• Identify indicators of customer risk and support renewal readiness and escalation when needed.
• Contribute to renewal forecasting by analyzing engagement and usage signals.
• Manage inquiries in the shared inbox and route to the right teams.
• Maintain accurate customer records, forecast updates, and Gainsight documentation.
• Participate in Digital Customer Success programs and continuous improvement initiatives.

Skills

Customer success

Data-driven

Gainsight

Cross-functional collaboration

Clear communication

Problem solving

Forecasting

Tools

Gainsight

Salesforce

Compass

Job description

SailPoint is seeking a Digital Customer Success Manager to execute customer success motions at scale within our AI-assisted model. You’ll drive outcomes, reduce risk, and contribute to renewal forecasting across a pooled CS structure.

You’ll work with Gainsight, Salesforce, Compass and cross‑functional teams, delivering concise, empathetic communications while maintaining accurate records and measurable KPIs. Travel up to 10% may be required.