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 SailPoint’s corporate onboarding and a 2-week RevOrg training course. You’ll 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:

You’ll begin owning your first customer engagements around 2–3 months in, either onboarding a new customer or supporting an in-progress engagement. You’ll ramp up to managing 3–5 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. You’ll continue to build knowledge of SailPoint’s platform and onboarding frameworks.

Within 1 Year:

By the end of your first year, you'll own a full onboarding book of business. You’ll lead strategic onboarding engagements, drive customers toward value realization, and ensure seamless transitions to the Customer Success Manager (CSM). You’ll 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 SailPoint’s 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:

· Bachelor’s 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 potentia