Customer Success Engineer

Position Overview

• Location Type: US, Mexico, or Canada
• Job Type: Full Time
• Salary: (Salary information not provided)

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.

Requirements

• Experience: Hands-on implementation experience with SailPoint products (multiple platforms/products a plus).
• Education: Bachelor’s degree or equivalent experience (identity security certifications are a plus).
• Skills:
  • 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.

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.
  • 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.

Initial 30-Day Goals

• Gain product and role-specific knowledge.
• Build relationships with key stakeholders.
• Understand key customer challenges.
• Gain deep understanding of IAM and IGA frameworks.
• Review internal case studies and best practice guides.
• Familiarize with internal tools (Gainsight, Salesforce, Jira, etc.).
• Shadow customer calls and EBRs.
• Attend customer strategy meetings.
• Review existing best practice guides, FAQs, and enablement materials.
• Meet with key stakeholders (CSMs, Product, Sales, Support, Engineering).

Application Instructions

(Application instructions not provided)

Company Information

(Company information not provided)