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SailPoint · 2 hours ago

Customer Success Knowledge & Communications Specialist

United States

Full-time

Remote

Entry Level

$45K/yr - $76K/yr

1+ years exp

SailPoint is seeking a detail-oriented and highly collaborative Customer Success Knowledge & Communications Specialist to support how their Customer Success Delivery organization operates, learns, and communicates at scale. This role focuses on managing internal knowledge, documentation, and communication to ensure teams have the guidance needed to deliver excellent customer experiences.

Enterprise SoftwareIdentity ManagementRisk ManagementSoftware

Growth Opportunities

H1B Sponsor Likely

Hiring Manager

Amanda Somers

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Content Governance: Maintain standards for content ownership, review cadences, versioning, and archiving to prevent outdated or duplicative information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

Qualification

Customer SuccessInternal CommunicationsContent ManagementSaaS ExperienceConfluenceCommunicatorHighly OrganizedDesign SensibilityCollaborative Mindset

Required

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

Clear and professional writer with the ability to translate complex information into simple, usable content

Comfortable managing multiple content streams, updates, and priorities at once while maintaining attention to detail

Passionate about improving how internal teams work so customers ultimately receive better experiences

Thrives in a cross-functional environment and enjoys working with many teams to build shared solutions

Preferred

Familiarity with Confluence, Slack, Highspot, Gainsight, or similar tools is a plus but not required

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

Benefits

Health and wellness coverage: Medical, dental, and vision insurance

Disability coverage: Short-term and long-term disability

Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

Additional life coverage options: Supplemental life insurance for employees, spouses, and children

Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account

Financial security: 401(k) Savings and Investment Plan with company matching

Time off benefits: Flexible vacation policy

Holidays: 8 paid holidays annually

Sick leave

Parental support: Paid parental leave

Employee Assistance Program (EAP) and Care Counselors

Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options

Health Savings Account (HSA) with employer contribution

Company

SailPoint

Glassdoor4.4

SailPoint is an identity and access management provider helping organizations deliver and manage user access from any device.

Founded in 2005

Austin, Texas, USA

1001-5000 employees

http://www.sailpoint.com

H1B Sponsorship

SailPoint has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (40)

2024 (35)

2023 (29)

2022 (51)

2021 (20)

2020 (22)

Funding

Current Stage

Public Company

Total Funding

$26.08M

Key Investors

Thoma Bravo

2022-04-11Acquired

2017-11-16IPO

2014-12-25Series Unknown· $0.25M

Leadership Team

Mark McClain

CEO & Founder

Brian Carolan

Chief Financial Officer (CFO)