Program Manager, Customer & Community Engagement

We're looking for a Customer & Community Engagement Program Manager to design and scale community engagement programs that activate customers, deepen customer relationships and retention, and drive long-term customer value.

This role is responsible for building programs, experiences, and engagement systems that drive repeat participation, peer-to-peer problem-solving, and turn customer engagement into measurable business impact.

This role goes beyond traditional community management. You won't simply manage a community- you'll launch and evolve a modern customer engagement ecosystem. You'll architect and lead programs that energize our customer base, including webinars, events, technical community advocacy initiatives, and scalable engagement campaigns that give customers compelling reasons to return, participate, and grow with us over time.

You'll sit within the Customer Experience & Enablement team and work cross-functionally with Customer Success, Developer Relations, Product, and Marketing to ensure our engagement efforts support customer activation, retention, product adoption, and customer insight generation.

We're looking for someone with a strong program management and marketing mindset who can blend strategy, experimentation, and execution to build programs customers genuinely value.

What You'll Do

Program Strategy & Execution

• Own the strategy, design, and execution of community engagement programs across channels (webinars, events, forums, community blogs, and more)
• Build and scale structured programs, including:
• Super user program
• User-generated content campaigns
• Technical advocacy initiatives
• Learning & career development programs
• Design repeatable participation loops that drive ongoing engagement (not one-time events)
• Continuously evaluate and evolve program formats to maximize impact and scalability

Events & Webinar Ownership (End-to-End)

• Own a scaled webinar and events program (content planning, speaker management, promotion, execution, and follow-up)
• Build a consistent event cadence aligned to community and business priorities
• Convert event participation into ongoing community engagement and contribution
• Ensure events are integrated into broader community programs (not standalone moments)

Engagement & Lifecycle Strategy

• Define what meaningful engagement looks like and how it supports business goals
• Identify and activate high-potential members and emerging community leaders
• Create pathways for members to deepen participation over time (attendee contributor advocate)
• Experiment with new approaches to engagement, including AI-enabled and scalable formats
• Translate community engagement into deeper learning opportunities by seamlessly connecting users to formal training and certification in Identity University

Activation & Campaign Integration

• Design community-driven activations (challenges, discussions, campaigns) that support key initiatives
• Partner with marketing to align community programs with campaigns and product launches
• Ensure community is an active channel in broader go-to-market efforts

Cross-functional Collaboration

• Engage with the Customer Success team to develop programs that support customer onboarding, adoption, retention, and advocacy goals
• Partner with Developer Relations to build a cohesive community experience and complementary engagement programs
• Collaborate with Product Management to ensure user feedback informs decisions
• Work with Marketing to ensure that community content and programs align with brand, messaging, and target audiences
• Build and deploy a cross-functional network of internal Subject Matter Experts and Technical Advocates, leveraging their expertise to champion programs and drive deeper community participation

Measurement & Optimization

• Define and track KPIs for engagement programs, including:
• Activation rate
• Repeat participation
• Program engagement and contribution
• Analyze program performance and member behavior to identify what drives retention
• Make informed decisions on what to scale, iterate, or sunset

What Success Looks Like (First 6 Months)

• Multiple active programs driving repeat engagement, not just attendance
• Clear increase in returning and participating community members
• Events that consistently convert into ongoing community activity
• A defined and growing group of highly engaged "core" community members

What We're Looking For

• 4+ years of experience in marketing, program management, or community management
• Proven track record of building programs from scratch and scaling them
• Strong understanding of engagement mechanics and user behavior
• Ability to translate user feedback and data into clear insights and actions
• Experience working cross-functionally in fast-paced environments
• Comfortable with ambiguity and motivated to shape and build a function
• Strong communication and organizational skills

Nice to Have

• Experience building or scaling a super user, advocacy, or user community program
• Background in B2B or SaaS environments
• Familiarity with AI-driven engagement tools or automation strategies

What Sets You Apart

• You think in systems and loops, not just activities
• You don't just run programs-you build engines that sustain engagement
• You're highly proactive and take ownership of outcomes, not just execution

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 Sail
• Point Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation.
• Sail
• Point maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Sail
• Point's differing products, industries, and lines of business.
• Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
• We estimate the base salary, for US-based employees, will be in this range from (min-max, USD):

$0 - $0.00

Base salaries for employees based in other locations are competitive for the employee's home location.

Benefits Overview

• 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

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 applicationassistance@sailpoint.com 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.

Skills

Artificial Intelligence (AI), Automation, Blog, Brand Messaging, Business Support, Business-to-Business (B2B), Campaigns, Career Development, Communication Skills, Community Programs, Corporate Planning, Cross-Functional, Customer Acquisition, Customer Experience, Customer Relations, Customer Retention/Renewal, Customer Support/Service, Customer/Client Research, Customer/Consumer Behavior, Dental Insurance, Ecosystems, Flexible Spending Accounts, Marketing, Onboarding, Organizational Skills, Outbound Marketing, Performance Analysis, Performance Metrics, Problem Solving Skills, Product Marketing, Product Programs, Product/Service Launch, Program Evaluation, Program Planning, Project/Program Management, Software as a Service (SaaS), Vision Plan, Webinar

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SailPoint Inc