Engagement Manager, SailPoint (SAS) Success Acceleration Services
Languages - must be fluent in Japanese
About SailPoint:
SailPoint is the leader in identity security for cloud enterprises. Our identity security solutions secure and enable thousands of companies worldwide, giving our customers unmatched visibility into the entirety of their digital workforce, ensuring workers have the right access to do their job – no more, no less.
Built on a foundation of Artificial Intelligence and Machine Learning, our Identity Security Cloud Platform delivers the right level of access to the right identities and resources at the right time — matching the scale, velocity, and changing needs of today’s cloud-oriented, modern enterprise.
About the role:
As an Engagement Manager, you will oversee multiple customer and partner engagements, ensuring the successful delivery of SailPoint’s Success Acceleration Services across your region.
You will be responsible for aligning customer expectations with project execution, managing resources, and driving engagement success from initial implementation through governance and renewal.
You will collaborate with several Project Managers and serve as the cornerstone of client implementation.
You will leverage internal tools and frameworks to track project progress, report service consumption, and provide transparency to stakeholders while being the liaison of internal operational teams—including Sales, Professional Services, and Customer Success Management.
Your role will involve identifying risks, mitigating challenges, and ensuring engagements remain on track and aligned with business objectives.
This position requires persuasive communication and leadership skills to manage multiple engagements, drive operational excellence, and foster collaboration across teams. You will also play a key role in resource planning, overseeing global and regional teams, and supporting skill development within the organization.
The Engagement Manager will be instrumental in ensuring SailPoint’s core values—Individualization, Impact, Integrity, and Innovation—are reflected in every customer interaction, driving long-term success and growth.
Roadmap for success
30 days:
- In your first 30 days, you will immerse yourself in understanding SailPoint’s offerings, organizational structure, and team dynamics. You will have regular check-ins with your mentor, who will help you navigate the tools, processes and ongoing projects which are critical to your role.
- Gain a deep understanding of SailPoint’s Success Acceleration Services (SAS), organizational structure, and team dynamics.
- Build relationships with internal stakeholders across Professional Services, Customer Success, Sales, and Support.
- Familiarize yourself with ongoing engagements, tools, and methodologies used to track project progress and service delivery.
- Shadow senior team members to understand best practices in customer engagement, issue resolution, and governance.
- Begin tracking and reporting on key engagements under the guidance of the SAS leadership team.
90 days:
- Take ownership of tracking and reporting engagement statuses, ensuring transparency with internal teams, partners and customers.
- Independently oversee basic engagement operations, including service utilization tracking and escalation management.
- Develop an understanding of risk management strategies and begin contributing to mitigation planning for engagements.
- Assist in resource planning and team staffing across projects, collaborating with Program Managers and Solution Architects.
- Lead small-scale customer discussions and workshops, ensuring alignment between customer expectations and service delivery.
6 months:
- Proactively identify areas for improvement in customer engagement and internal processes, proposing actionable solutions.
- Manage complex engagements across multiple workstreams, ensuring timely delivery and alignment with business objectives.
- Serve as the first point of escalation within the SAS team, addressing customer concerns and ensuring scope control.
- Provide mentorship and guidance to junior team members, supporting their professional growth and integration into the team.
- Lead internal initiatives focused on optimizing program utilization, refining delivery strategies, and enhancing team collaboration.
1 year:
- Lead large-scale, cross-functional customer engagements, ensuring seamless execution and customer satisfaction.
- Manage the business relationship between SailPoint and assigned customer accounts, driving customer success and retention.
- Act as a strategic advisor for customers from the Success Accelerations Services team, ensuring alignment with Time-to-Value metrics and long-term customer goals.
- Oversee the professional growth, project staffing, and performance management of regional team members.
- Drive continuous improvement by developing new best practices, refining operational processes, and fostering a culture of innovation.
Requirements:
- 4-5 years of experience driving large programs and delivering excellent results – preference for experience in Identity/Cybersecurity/SaaS solutions company and/or an enterprise software industry a plus
- Program and project management experience with an ability to think tactically as well as strategically while coordinating cross-functional teams in a maturing Agile Environment.
- Demonstrated capabilities in successfully leading enterprise-wide programs and projects.
- The high degree of business acumen and technical competency
- The ability to balance and bridge technology and business needs, project and program management
- Demonstrated ability to manage multiple initiatives simultaneously and to resolve scheduling and other conflicts to meet all deadlines
- Highly evolved EQ and ability to adapt to the needs of the program and current maturity of the teams.
- Technical experience and knowledge of developing SaaS products - grounded in modern web technologies and agile processes.
- Passion for building partnerships and experience leveraging those to achieve success.
- Relentless passion and persistence for efficiency and operational improvement.
- Self-driven and highly motivated work ethic.
- Excellent Communication Skills
- Experience in Salesforce, ServiceNow and Tableau.
- Proficient in project management tools like JIRA, Microsoft Project, or equivalent.
- Education: Bachelor’s degree in business, IT, or a related field; PMP, Certified Scrum Master or similar certification preferred
Preferred:
- Startup Experience
- Exposure to Customer Success Delivery and Operations in both large and small companies
- Experience developing and coordinating day-to-day solutions delivery and/or team onboarding and development programs.
- (bonus points!) Experience with Identity Management, Security or Governance
About the team:
We are a global dynamic, multicultural and multilingual team that thrives in a fast-paced, ever-evolving environment.
From technical experts to senior management, we collaborate closely to tackle any situation head-on with a positive mindset. We are goal-driven and solution-focused, turning every challenge into an opportunity while supporting and learning from one another.
Our team is passionate, curious, and always ready to dive deep, bringing people together to solve anything unknown and deliver results with professionalism and care. We work hard, move fast and continuously bring fresh ideas to the table, all while fostering a culture of growth, inclusion, and mutual respect. We invest in our people, champion their careers, and ensure our customers and business are always at the forefront.
If you are proactive, eager to learn and ready to make a real impact, join us in shaping the future as part of this incredible worldwide operating team.
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.
