Customer Success Engineer

This role can be located in US, Mexico, or Canada

The Customer Success Engineer (CSE) plays a pivotal role in driving customer success by serving as a trusted technical advisor to customers and partners in AMS. This role promotes SailPoint’s products and services, provides strategic guidance, and enhances adoption through one-on-one advising, best practice knowledge sharing, and customer education initiatives.

CSEs collaborate cross-functionally to deliver high-value, scalable initiatives, ensuring customers maximize their investment in SailPoint solutions.

Key Responsibilities

Customer Engagement & Advisory

• Act as a trusted customer advisor, focusing on strategic guidance and technical best practices.

• Provide executive-level insights on IAM and IGA program roadmaps, including access modeling and application onboarding strategies.

• Participate in Executive Business Reviews (EBRs) and value realization sessions, identifying areas for optimization.

• Educate customers, partners, and internal teams on SailPoint’s products and their alignment with business objectives.

Content & Enablement

• Develop scalable, proactive enablement content, including best practice guides, technical articles, and training materials.

• Enhance collaboration with Digital Customer Success to drive efficiency and avoid redundant efforts.

• Generate high-quality technical content that fosters product adoption and simplifies customer onboarding.

Innovation & Continuous Improvement

• Analyze customer challenges and provide insights to improve products, services, and integrations.

• Drive innovation and efficiency by recommending enhancements based on real-world use cases.

Qualifications & Experience

• Hands-on implementation experience with SailPoint products (multiple platforms/products a plus).

• Bachelor’s degree or equivalent experience (identity security certifications are a plus).

• Strong customer-facing skills (executive presence, writing, communication, and presentation skills).

• Consulting expertise, with the ability to assess business and technical challenges and provide strategic solutions.

• Ability to translate technical concepts for both technical and non-technical audiences.

• Highly organized, self-motivated, and customer-focused with a problem-solving mindset.

Within the first 30 days you will...

Gain product and role-specific knowledge, build relationships, and understand key customer challenges.

• Gain deep understanding of IAM and IGA frameworks, particularly how SailPoint solutions align with customer needs.

• Review internal case studies, past customer engagements, and best practice guides.

• Familiarize with internal tools (Gainsight, Salesforce, Jira, etc.).

• Shadow customer calls and Executive Business Reviews.

• Attend customer strategy meetings to understand real-world implementation challenges.

• Meet with key stakeholders (CSMs, Product, Sales, Support, Engineering).

• Review existing best practice guides, FAQs, and enablement materials.

Within 60 days

Start actively contributing to customer engagements, develop enablement content, and provide strategic guidance.

• Co-lead technical advisory calls, offering recommendations for access modeling and application onboarding.

• Participate in EBRs by providing IAM/IGA program insights and strategic recommendations.

• Answer customer inquiries in Community forums, increasing self-service adoption.

• Create at least one best practice guide, technical article, or FAQ addressing a common customer challenge.

Within 90 days

Operate independently as a trusted technical advisor, lead customer engagements, and contribute to broader strategic initiatives.

• Independently lead advisory calls with customers, providing tailored technical guidance.

• Proactively identify and address customer challenges, offering strategic solutions.

• Actively participate in customer value realization discussions to drive adoption.

• Develop at least two additional enablement resources (best practice guides, implementation playbooks, training materials).

• Collaborate with Digital CS to ensure that technical enablement content aligns with customer needs.

Travel Requirement

• Estimated 10% to Austin office and Sales Kick Off

This position can be located in US, Mexico, or Canada

#LI-REMOTE #LI-AS1

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.  

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability.  Contact hr@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.