Customer Success Knowledge & Communications Specialist

Job Title: Customer Success Knowledge & Communications Specialist
Department: Digital Customer Success & Strategy
Location: Remote

About the Role
SailPoint is seeking a detail-oriented and highly collaborative Customer Success Knowledge & Communications Specialist to support how our Customer Success Delivery organization operates, learns, and communicates at scale. This role sits at the center of internal knowledge, documentation, and communication, helping ensure our teams always have clear, accurate, and usable guidance to deliver great customer experiences.

You will partner closely with Customer Success, Support, Professional Services, Community & Education, and Customer Marketing to document processes, organize internal knowledge, curate customer-facing assets for field teams, and communicate key updates across the organization. This role is ideal for someone who enjoys bringing structure to complexity and turning information into clarity.

Key Responsibilities

• Own the Internal Knowledge Base: Manage and maintain the Customer Success Delivery knowledgebase, including content organization, page design, navigation standards, governance, and ongoing content hygiene.

• Document How Work Gets Done: Partner with cross-functional teams to capture and publish end-to-end processes, workflows, and operating models that reflect how teams actually execute.

• Maintain Content Accuracy and Trust: Serve as the editor and quality gate for internal documentation to ensure information is current, consistent, and aligned to how teams operate in the field.

• Support Internal Communications: Build and distribute recurring internal communications such as Customer Success Delivery newsletters, program updates, and cross-team announcements.

• Curate Customer-Facing Field Assets: Partner with Customer Marketing and internal stakeholders to source, organize, and publish approved customer-facing assets for CSMs, including touchpoint decks, narratives, and enablement resources.

• Enable Change at Scale: Translate new programs, tools, and process changes into clear internal guidance so teams understand what is changing, why it matters, and where to find support.

• Establish Content Governance: Maintain standards for content ownership, review cadences, versioning, and archiving to prevent outdated or duplicative information.

• Reduce Friction for the Field: Continuously identify knowledge gaps and friction points that slow teams down and proactively improve how information is organized and delivered.

Qualifications

• Experience: 1–3 years of experience in customer success, enablement, internal communications, operations, content management, or a related role in a SaaS environment.

• Strong Communicator: Clear and professional writer with the ability to translate complex information into simple, usable content.

• Highly Organized: Comfortable managing multiple content streams, updates, and priorities at once while maintaining attention to detail.

• Customer and Field Focused: Passionate about improving how internal teams work so customers ultimately receive better experiences.

• Tools and Platforms: Familiarity with Confluence, Slack, Highspot, Gainsight, or similar tools is a plus but not required.

• Design Sensibility: You have a good eye for what looks and feels right and can turn ideas into clean, engaging internal content such as pages, slides, and guides.

• Collaborative Mindset: Thrives in a cross-functional environment and enjoys working with many teams to build shared solutions.

Why Join SailPoint
At SailPoint, Customer Success Delivery plays a critical role in helping customers secure their identities and realize long-term value. This role gives you a front-row seat to how the business operates and evolves, with the opportunity to shape how information flows, how teams stay aligned, and how we scale excellence across thousands of customers. If you enjoy building clarity, enabling others, and being the connective tissue of a high-impact organization, we would love to have you on the team.

#LI-AS1 #LI-REMOTE

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):

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 all qualified candidates to apply to join our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.  

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.  NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.