SailPoint

Customer Success Specialist – Knowledge & Communications

SailPoint

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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Salary

💰 $45,200 - $76,110 per year

About the role

  • Own the Internal Knowledge Base: Manage and maintain the Customer Success Delivery knowledge base, 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Content Governance: Maintain standards for content ownership, review cadences, versioning, and archiving to prevent outdated or duplicative information.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.

Requirements

  • 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.
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
content managementdocumentationprocess mappingworkflow designcontent governanceinternal communicationscustomer enablementcontent organizationquality assurancechange management
Soft Skills
strong communicationorganizational skillsattention to detailcustomer focuscollaborationproblem-solvingadaptabilitycreativityprofessional writingcross-functional teamwork