Senior Digital Customer Success Manager
Core
A digital customer success advisor who uses AI insights, automation, and data dashboards to identify at-risk customers, drive adoption, and restore account health at scale.
Role type
Senior Digital Customer Success Manager (Scale Risk Advisor)
Builds
Customer retention, account health, and renewal outcomes for enterprise identity security software
Domain
SaaS / Identity Governance and Administration (IGA)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Gainsight proficiency, data-driven risk identification, proactive outreach, cross-functional collaboration, technical communication, problem-solving, campaign management
Preferred skills
SaaS security experience, identity governance background, complex enterprise software knowledge
Technologies
Gainsight, Salesforce, Compass, AI assistants
Responsibilities
Monitor inbound customer inquiries via shared inboxes and workflows; take temporary ownership of at-risk accounts to stabilize and re-engage; recommend next-step plays and resources based on customer maturity; use dashboards and metrics to identify trends and trigger proactive outreach; collaborate with Sales, Renewals, and Support to align on health and renewal intent; log engagement activity and sentiment in Gainsight; participate in large-scale outreach campaigns and webinars
Seniority
Senior, hands-on IC