The Role
The Senior Customer Success Manager will cultivate customer loyalty, offer strategic adoption recommendations, and ensure successful product engagement to drive customer satisfaction and retention.
Summary Generated by Built In
Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com.
We are seeking a dynamic and experienced Sr Customer Success Manager to cultivate customer loyalty and drive the adoption of Saviynt’s innovative services and products. In this role, you will align our offerings with our customers’ business objectives and priorities, acting as a trusted advisor to ensure their success. You will be responsible for providing customer advisory services, offering strategic adoption recommendations, identifying opportunities for increased service engagement, and leveraging metrics analysis to guide customer outcomes. Success in this role translates to heightened customer satisfaction, improved retention rates, and the expansion of
Saviynt’s business footprint.
WHAT YOU WILL BE DOING
- Serve as the primary point of contact for customers.
- Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process.
- Develop excellent relationship up to customer’s C-level executives.
- Develop a deep understanding of customer’s identity and access governance landscape and business challenges and advise on possible solutions delivered by the Saviynt product.
- Develop trusting relationship with customers and executive sponsors to drive product adoption and ensure they achieve full business value.
- Partner with internal Saviynt teams to align product development and support activities with the customers business case and strategy.
- Represent the customer in internal prioritization process.
- Proactive preparation for important events (go-lives, releases, etc..)
- Develop and maintain an accurate account plan / success plan for each customer in the portfolio.
- Develop and monitor key performance indicators and review monthly for necessary corrective actions.
- Monitor and identify utilization trends, provide recommendations based on risk and customers’ needs.
- Plan education for customers on new features and releases.
- Manage renewal pipeline including potential at-risk customers to remediate and ensure a successful renewal.
- Assist with the management of delivery projects.
- Assist with transformation and process improvements across the organization.
- Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
WHAT YOU BRING
- Demonstrated knowledge and practical experience in Identity and Access Management (IAM) is essential; a background in cybersecurity and/or compliance is highly valued.
- Preference for candidates who have served as Identity Security practitioners in previous roles.
- A proactive and solution-oriented "can-do" attitude is crucial.
- Previous experience in a Customer Success or Application Portfolio Management role within a SaaS organization is highly desirable.
- Hands-on knowledge and practical experience in the Identity and Access Management (IAM) and broader Security space.
- Strong understanding of cloud architecture as well as on-premise IT landscapes and their integration with cloud services.
- Extensive experience in consulting and the implementation of IT systems, preferably cloud services and/or identity management solutions.
- Knowledge of relevant security and compliance requirements and frameworks.
- Willingness to be a hands-on contributor, actively engaging in problem-solving and customer support.
- Excellent communication skills, including the ability to effectively track issues, manage triage processes, and navigate crisis situations.
- A strong team player mentality with a collaborative approach to problem-solving and customer success.
- Experience in Process Improvement methodologies, effective decision making, adept at managing processes, strong planning abilities, skilled at analysing Information, experience developing standards, and a commitment to Service Excellence.
- Proactive mindset with a strong ability to anticipate potential challenges (what-could-go-wrong) and develop mitigation strategies (how-to-avoid-it).
- Willingness to travel up to 20% as required to engage with customers on-site
If required for this role, you will:
- Complete security & privacy literacy and awareness training during onboarding and annually thereafter
- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):
> Data Classification, Retention & Handling Policy
> Incident Response Policy/Procedures
> Business Continuity/Disaster Recovery Policy/Procedures
> Mobile Device Policy
> Account Management Policy
> Access Control Policy
> Personnel Security Policy
> Privacy Policy
Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!
Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Top Skills
Cloud Architecture
Cybersecurity
Identity And Access Management (Iam)
It Systems
Saas Solutions
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The Company
What We Do
Saviynt’s Enterprise Identity Cloud helps modern enterprises scale cloud initiatives and solve the toughest security and compliance challenges in record time. The company brings together identity governance (IGA), granular application access, cloud security, and privileged access to secure the entire business ecosystem and provide a frictionless user experience.
