[Remote] Customer Success Manager at SailPoint

Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, CybersecurityIndustries

Requirements

Energized by helping customers
Ability to write concise, empathetic, and technically accurate messages that simplify complex topics
Thrive in a data-driven environment, using tools like Gainsight, AI assistants, and dashboards
Quickly absorb new product knowledge and confidently translate it into actionable guidance
Natural problem solver who can mediate tension and guide customers toward outcomes
Collaborative, dependable, and fun — gets things done while keeping team energy positive
Bonus: Experience with SaaS security, identity governance, or complex enterprise software environments
Bonus: Ability to communicate in Mandarin, Korean, or Japanese

Responsibilities

Monitor inbound customer inquiries via shared inboxes and Gainsight workflows; respond with clarity, empathy, and accuracy
Take temporary ownership of at-risk accounts identified through AI signals, health metrics, or internal referrals — working to stabilize and re-engage them
Recommend next-step plays, resources, or services based on the customer’s maturity and pain points
Use Gainsight dashboards, adoption metrics, and digital risk indicators to identify trends and trigger proactive outreach
Partner with Sales, Renewals, Support, and Services to align on customer health, renewal intent, and next actions
Log clear updates in Gainsight to reflect engagement activity, renewal confidence, and customer sentiment
Participate in outreach campaigns, webinar promotions, and messaging efforts that reach hundreds of customers simultaneously
Estimated travel: 10% for internal team meetings, conferences, or customer events

Skills

Key technologies and capabilities for this role

GainsightAI InsightsAutomationDashboardsAdoption MetricsRisk ManagementCustomer EngagementAccount HealthRenewalsCRM Workflows

Questions & Answers

Common questions about this position

Is this role remote?

Yes, the role is remote and global with no specific office requirements mentioned.

What skills are required for the Digital Customer Success Manager role?

Key skills include writing concise, empathetic, and technically accurate messages, thriving in data-driven environments with tools like Gainsight and AI, quickly absorbing product knowledge, problem-solving, and being collaborative and dependable.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the team culture like for the Digital Customer Success team?

The team is innovative, blending automation, AI insights, and human-led strategy, operating in a pooled one-to-many environment with collaborative, dependable, and fun team members.

What makes a strong candidate for this Customer Success Manager role?

Strong candidates are energized by helping customers, excel at simplifying complex topics with empathy and accuracy, leverage data tools like Gainsight effectively, solve problems collaboratively, with bonus for SaaS security experience or languages like Mandarin, Korean, or Japanese.

SailPoint

Provides identity security solutions for enterprises

About SailPoint

SailPoint provides identity security solutions that help organizations manage and protect digital identities. Its main products, including IdentityIQ, IdentityNow, and File Access Manager, assist businesses in ensuring compliance with regulations, reducing risks, and controlling access to sensitive information. These products work by giving organizations visibility into who has access to what data, allowing them to manage permissions effectively. SailPoint stands out from competitors by utilizing advanced technologies like artificial intelligence and machine learning to enhance its identity governance capabilities. The company's goal is to be a trusted partner for enterprises in navigating the complexities of identity security, ensuring that they can securely manage access to their critical information.

Austin, TexasHeadquarters

2004Year Founded

$20.7MTotal Funding

IPOCompany Stage

Cybersecurity, AI & Machine LearningIndustries

1,001-5,000Employees

Risks

Emerging identity management startups increase competition, potentially eroding market share.

Rapid technological changes may outpace SailPoint's innovation, risking solution obsolescence.

Integration challenges with acquisitions like SecZetta may disrupt services or misalign strategies.

Differentiation

SailPoint specializes in managing and securing digital identities for enterprises.

The company leverages AI and machine learning to enhance identity security solutions.

SailPoint's IdentityIQ provides visibility and control over user access.

Upsides

Growing demand for remote work security boosts SailPoint's remote access management features.

Rising adoption of AI-driven identity analytics aligns with SailPoint's AI capabilities.

Increased regulatory requirements drive demand for SailPoint's identity governance solutions.

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