Digital Customer Success Manager

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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SailPoint

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

SailPoint is a leader in identity security solutions, providing an intelligent and autonomous platform designed to meet the evolving security needs of modern enterprises. Their products, including IdentityIQ and Identity Security Cloud, offer a unified and comprehensive approach to managing and securing enterprise identities. SailPoint helps organizations mitigate cyber risks, improve IT efficiency, and maintain compliance through advanced capabilities such as cloud infrastructure entitlement management, non-employee risk management, and data access security. By integrating AI and machine learning, SailPoint enables organizations to streamline identity processes, enhance security measures, and accelerate onboarding. They serve multiple industries, including education, financial services, government, and healthcare, by offering tailored identity governance and administration solutions.

📋 Description

• Execute assigned Gainsight CTAs and short, high-impact burst engagements addressing customer risk, low adoption, and onboarding transitions • Identify customer challenges and barriers to success and connect customers with appropriate resources, content, and internal teams • Research customer-risk indicators and support renewal readiness and late-payment investigations • Escalate concerns when management involvement is required • Investigate customer engagement, support usage, and renewal signals for renewal forecasting • Respond to customer and internal stakeholder inquiries through the shared inbox and route them appropriately • Maintain accurate customer records, forecast updates, and Gainsight documentation • Partner cross-functionally with Sales, Renewals, Support, and Services • Participate in Digital Customer Success programs, meetings, and improvement initiatives • Manage Gainsight CTAs and burst engagements, contribute to renewal forecasting, and support team KPIs

🎯 Requirements

• Solid experience in a Customer Success or customer-facing role • Concise, empathetic, and technically accurate written communication • Ability to simplify complex topics • Experience maintaining high-quality customer research, documentation, and follow-through in tools like Gainsight • Ability to work with minimal oversight and demonstrate strong judgment and accountability • Ability to proactively identify customer risks and opportunities and connect customers with appropriate resources • Collaborative, dependable, and committed to continuous learning • Ideally 3–5 years of experience in Customer Success Management within SaaS • Experience with SaaS security, identity governance, or complex enterprise software environments is a bonus • Experience with Gainsight, Salesforce, and Compass

🏖️ Benefits

• Estimated travel: 10% for internal team meetings, conferences, or customer events • Self-led learning and guided sessions with a mentor and Enablement Manager • Equal opportunity employer • Reasonable accommodations available for applicants with disabilities