The Role
Manage post-implementation customer relationships to drive adoption, renewals, and expansion of Saviynt's IAM/IGA platform. Monitor customer health and product utilization, coordinate cross-functional teams and partners, deliver education on features, perform health checks and remediation, and act as the customer advocate to improve outcomes and product feedback.
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.
The Customer Success Manager (CSM) will manage customer loyalty and adoption of Saviynt’s innovative products and services using our customers’ business objectives and priorities as the foundation of the work they perform. The CSM will be responsible for driving value-based outcomes by providing customer categorization, oversight, adoption recommendations, opportunities for increased service, and metrics analysis. In addition, the CSM will perform routine health checks and coordinate any required remediation to ensure our customers stay on track towards their goals. Optimal performance of this role results in greater customer happiness, retention, and expansion of Saviynt’s business -- all tied to a customer who is eager to recommend Saviynt to others.
Although this position is remote, for this role we prefer candidates who are geographically aligned with our customers in the region. You must currently reside in Canada.
WHAT YOU WILL BE DOING
- Serve as the primary point of contact for customers after implementation.
- Manage the subscription renewal pipeline and maintain cognizance of customer health in order to proactively eliminate barriers to adoption and value.
- Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process.
- Develop a deep, trusting relationship with customer key personnel and larger teams to seek and develop up-sell / cross-sell opportunities.
- Coordinate and conduct meetings between customers and Saviynt cross-functional teams to solve problems and advance customer adoption; ensure post-meeting follow-ups and action-item completion.
- Monitor and identify product utilization trends, providing feedback to Saviynt cross-functional teams to support continuous improvement -- finding ways to better support customer use cases and corporate identity strategies.
- Communicate with implementation Partners supporting Saviynt customers and seek opportunities to improve outcomes and relationships in the context of customer adoption.
- Plan education for customers on new features and releases.
- Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
WHAT YOU BRING
- Knowledge and experience in Identity and Access Management (IAM) preferred; cybersecurity and/or compliance background also very valuable.
- Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models.
- History of being able to understand technical and complex software environments and bridge the gap in terms of communicating those concepts in language meaningful to the business; similarly, being able to translate business needs to potential technical solutions.
- Extensive experience in customer success management/account management for complex software implementations with Fortune 500 / Global 1000 companies across a variety of industries.
- Tenacious desire to see customers succeed and thrive.
- Previous experience within a customer success role within a SaaS organization.
- Demonstrated ability to manage customer relationships and work through potentially difficult challenges to achieve positive outcomes.
- Cheerful willingness to be a hands-on contributor and stay detail-focused while maintaining an outcome-based perspective.
- Experience in process improvement, decision-making, planning, analysis, and service excellence.
- Available to customer sites, as needed (up to 50%)
Benefits
- Medical, Dental, Vision, Life Insurance
- 401K
- Unlimited PTO
- Sick Time
- Holiday Parties
- Daily Catered Lunches
- Employee Recognition Programs
- Team Socials
You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
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.
Skills Required
- Reside in Canada
- Extensive experience in customer success/account management for complex software implementations (Fortune 500/Global 1000)
- Previous customer success experience within a SaaS organization
- Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models
- Ability to understand technical/complex software environments and translate between technical and business stakeholders
- Demonstrated ability to manage customer relationships and resolve challenges to achieve positive outcomes
- Available to attend customer sites as needed (up to 50%)
- Experience in process improvement, decision-making, planning, analysis, and service excellence
- Knowledge and experience in Identity and Access Management (IAM)
- Cybersecurity and/or compliance background
Saviynt Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Saviynt and has not been reviewed or approved by Saviynt.
-
Leave & Time Off Breadth — Time off is described as flexible, with policies including flexible time off and mentions of unlimited PTO. This breadth can make time away easier to take alongside company holidays.
-
Wellbeing & Lifestyle Benefits — In‑office amenities such as catered food, drinks, and snacks, plus social events like birthday celebrations and team outings, are highlighted. These lifestyle perks add day‑to‑day convenience and connection.
-
Career-Linked Recognition & Rewards — Employee recognition is emphasized, with programs to celebrate those who go above and beyond. Regular recognition activities are cited alongside team bonding initiatives.
Saviynt Insights
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
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.
