Digital Customer Success Analyst

As a Digital Customer Success Analyst at SailPoint, you will play a crucial role in supporting the Customer Success Delivery organization by enhancing our digital customer experience across the customer lifecycle. Leveraging your analytical skills, you will analyze customer data, interpret feedback, and collaborate with cross-functional teams to implement improvements. The ideal candidate is passionate about understanding customer needs in the digital space and is adept at utilizing data-driven insights to drive positive outcomes.Support the Customer Success Delivery organization by building many digital programs to scale customer success offerings.Automate playbooks deployed against key triggers for maximizing value throughout the customer journey.Build self-service tools to enhance the customer experience.Identify process gaps and provide recommendations or solutions to improve Customer Success Manager (CSM) efficiency.Analyze customer behavior, trends, and feedback, providing actionable insights to improve adoption, expansion, or retention.Identify and implement programs, processes, and dashboards to improve and manage data hygiene initiatives.Monitor, measure, and evaluate key performance indicators related to digital customer success programs (e.g., product adoption metrics, retention rates, campaign effectiveness, and customer satisfaction).Create educational resources and content to help customers maximize the value of SailPoint's products and services.Proactively identify opportunities for upselling or cross-selling based on customer needs and usage patterns.RequirementsBachelor’s degree or equivalent work experience (technical degree or master's degree a plus), preferred, not required.Minimum 2-3 years of hands-on experience in Product analytics, Customer Insights, Data Analysis, Program/Project Management, and/or Customer Success.Data-driven approach to problem-solving and strong analytical skills.Self-motivated, highly collaborative, creative, problem-solving with a growth mindset.Demonstrated ability to collaborate with various internal and customer stakeholders to achieve business ambitions.Knowledge of best practices in customer success, adoption, and retention.Experience using Gainsight, Marketo, or other tools that manage customer communications at scale.Strong communication skills and the ability to evangelize your programs.Travel:Estimated from 10% to 25%#LI-AS1SailPoint is an equal opportunity employer and we welcome everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.