Customer Success Engineer (CSE)
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. 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
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Act as a trusted customer advisor, focusing on strategic guidance and technical best practices.
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Provide executive-level insights on IAM and IGA program roadmaps, including access modeling and application onboarding strategies.
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Participate in Executive Business Reviews (EBRs) and value realization sessions, identifying areas for optimization.
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Educate customers, partners, and internal teams on SailPoint’s products and their alignment with business objectives.
Content & Enablement
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Develop scalable, proactive enablement content, including best practice guides, technical articles, and training materials.
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Enhance collaboration with Digital Customer Success to drive efficiency and avoid redundant efforts.
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Generate high-quality technical content that fosters product adoption and simplifies customer onboarding.
Innovation & Continuous Improvement
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Analyze customer challenges and provide insights to improve products, services, and integrations.
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Drive innovation and efficiency by recommending enhancements based on real-world use cases.
Coverage Areas
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Primary: AMS
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Secondary: EMEA & APAC
Qualifications & Experience
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Hands-on implementation experience with SailPoint products (multiple platforms/products a plus).
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Bachelor’s degree or equivalent experience (identity security certifications are a plus).
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Strong customer-facing skills (executive presence, writing, communication, and presentation skills).
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Consulting expertise, with the ability to assess business and technical challenges and provide strategic solutions.
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Ability to translate technical concepts for both technical and non-technical audiences.
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Highly organized, self-motivated, and customer-focused with a problem-solving mindset.
Travel Requirement
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Estimated 10% to 25% (if business travel resumes), but not necessarily required.
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.
