About the Role

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

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.

As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD):

$486,200 - $694,500 - $902,900

Base salaries for employees based in other locations are competitive for the employee’s home location.

Benefits Overview

1. Health and wellness coverage: Medical, dental, and vision insurance

2. Disability coverage: Short-term and long-term disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children

5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options

13. Health Savings Account (HSA) with employer contribution

SailPoint 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.