Customer Success Knowledge & Communications Specialist

SailPoint•Austin, TX

1d•Remote

About The Position

SailPoint is seeking a detail-oriented and highly collaborative Customer Success Knowledge & Communications Specialist to support how our Customer Success Delivery organization operates, learns, and communicates at scale. This role sits at the center of internal knowledge, documentation, and communication, helping ensure our teams always have clear, accurate, and usable guidance to deliver great customer experiences. You will partner closely with Customer Success, Support, Professional Services, Community & Education, and Customer Marketing to document processes, organize internal knowledge, curate customer-facing assets for field teams, and communicate key updates across the organization. This role is ideal for someone who enjoys bringing structure to complexity and turning information into clarity.

Requirements

Experience: 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.

Nice To Haves

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.

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.

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