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). Experience with Identity Security Cloud (ISC) is highly desirable.
• 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