Customer Onboarding Manager

SailPoint is the leading Identity Security product and the only multi-tenant SaaS solution on the market. By harnessing the power of AI and machine learning SailPoint automates and streamlines the complexity of delivering the right access to the right identities and technology resources at the right time. Delivered at the scale our enterprise customers demand.

Customer Onboarding Manager (COM)

The Customer Onboarding Manager (COM) is responsible for delivering a tailored and strategic onboarding experience that sets SailPoint customers up for long-term success. This role acts as a trusted advisor and strategic guide helping customers achieve rapid time-to-value and confidence in their SailPoint Identity Security journey. The COM is not a quota-carrying role and is focused on enablement education and strategic customer outcomes during the onboarding phase.

Within 1 Month:

You will complete SailPoints corporate onboarding and a 2-week RevOrg training course. Youll be introduced to internal tools and digital resources assigned a buddy and meet with team members across Sales Customer Success and Services. Your first month is about absorbing information reviewing enablement content and learning about our onboarding methodology and success planning process.

Within 3 Months:

Youll begin owning your first customer engagements around 23 months in either onboarding a new customer or supporting an in-progress engagement. Youll ramp up to managing 35 onboarding engagements giving onboarding presentations leading success planning calls and driving early enablement. Your manager or buddy will shadow early calls to ensure consistent experience and support. Youll continue to build knowledge of SailPoints platform and onboarding frameworks.

Within 1 Year:

By the end of your first year youll own a full onboarding book of business. Youll lead strategic onboarding engagements drive customers toward value realization and ensure seamless transitions to the Customer Success Manager (CSM). Youll collaborate cross-functionally with Services Product and Support to remove blockers and continuously improve the onboarding experience. Expect busy cycles at quarter end as more customers are assigned to your portfolio.

Responsibilities:

Own and manage the full onboarding experience from pre-close through transition to CSM

Lead prospect readiness calls to set expectations and prepare prospects for day one.

Lead success planning with customers to define clear goals milestones and measures of success

Ensure customer understanding of SailPoint products onboarding steps and available resources

Drive early value by aligning implementation timelines with customer goals and business outcomes

Deliver onboarding presentations and guide customers through the Onboarding Guide and Compass resources

Promote self-sufficiency by enabling customers on SailPoints digital assets and training programs (e.g. Identity University Customer Success Center)

Identify and mitigate risks early by maintaining proactive communication and coordinating escalations

Serve as the primary escalation point during onboarding and keep internal stakeholders informed

Track onboarding milestones and customer health metrics to ensure progress and alignment with success plans

Collaborate closely with the CSM to ensure a smooth and contextualized transition post-onboarding

Contribute feedback and improvements to onboarding resources and process design

Requirements:

Bachelors degree or equivalent work experience

3 years of experience in customer onboarding customer success account management or implementation roles

Strong executive presence and communication skills (written verbal and presentation)

Demonstrated ability to guide customers through change and strategic planning

Ability to translate technical product capabilities into business outcomes for diverse stakeholders

Strong organizational and project management skills; able to manage multiple engagements concurrently

Passion for education enablement and delivering exceptional customer experiences

Collaborative mindset with a strong sense of ownership and accountability

Ability to anticipate needs solve problems proactively and drive customer momentum

Comfortable in a fast-paced dynamic environment focused on continuous improvement and customer impact

#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 SailPoints 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 employees 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 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.