Customer Success Engineer

Job Description

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 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. Coverage Areas Primary: AMS Secondary: EMEA & APAC 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. Travel Requirement Estimated 10% to 25% (if business travel resumes), but not necessarily required.