Senior Customer Success Manager

What you will be doing

. Serve as the primary point of contact and advocate for assigned customers.

• Collaborate with the Sales team to ensure a seamless and customer-focused sales, orientation, and launch engagement process.

• Cultivate strong relationships with customer stakeholders, up to the C-level executives.

• Develop a deep understanding of each customer’s identity and access governance landscape and their unique business challenges, providing expert advice on potential solutions leveraging the Saviynt product suite.

• Build and maintain trusting relationships with customers and executive sponsors to drive product adoption and ensure they achieve full business value from their Saviynt investment.

• Partner effectively with internal Saviynt teams, including Product Development and Support, to align product roadmaps and support activities with the customer's business case and strategic objectives.

• Represent the voice of the customer in internal prioritization processes, advocating for their needs and ensuring their perspective is considered.

• Proactively prepare for critical customer events such as go-lives and product releases, ensuring smooth transitions and minimizing potential disruptions.

• Develop and maintain comprehensive success plans for each customer within your portfolio, outlining key objectives and strategies for achieving them.

• Develop and diligently monitor key performance indicators (KPIs) related to customer success, conducting regular business reviews to identify necessary corrective actions and ensure progress towards goals.

• Monitor and analyze customer utilization trends, providing proactive recommendations based on identified risks and the evolving needs of our customers.

• Plan and deliver educational initiatives for customers on new product features and releases, maximizing their understanding and adoption of new capabilities.

• Aware of the renewal pipeline for your assigned customers, identifying and mitigating potential at-risk accounts to ensure successful and timely renewals.

• Contribute to transformation and process improvement initiatives across the organization, enhancing efficiency and effectiveness in our customer engagement strategies.

What you bring

• Demonstrated knowledge and practical experience in Identity and Access Management (IAM) is important; a background in cybersecurity and/or compliance is highly valued.

• 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.

• 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):