Customer Success Manager

Summary

Join Saviynt as a Customer Success Manager (IAM Practitioner) and manage customer loyalty and adoption of our innovative services and products. You will drive customer success by providing advisory services, adoption recommendations, and metric analysis. This role is crucial for increasing customer happiness, retention, and business expansion. Responsibilities include serving as the primary customer contact, collaborating with the sales team, developing strong relationships with C-level executives, and understanding customer needs to advise on Saviynt product solutions. You will also partner with internal teams, represent customer needs internally, and proactively prepare for key events. Success in this role means higher customer satisfaction and growth for Saviynt.

Requirements

• Knowledge and experience in Identity and Access Management (IAM) required; cybersecurity and/or compliance background also very valuable
• Previous experience within a customer success OR application portfolio management role within a SaaS organization
• Hands – on knowledge and experience in Identity and Access Management (IAM) and Security space
• Strong knowledge of cloud architecture as well as on - premise IT landscape
• Extensive experience in consulting and implementation of IT systems preferably cloud service and/or identity management
• Knowledge of security and compliance requirements
• Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging, and crisis management
• Team player
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analysing Information, Developing Standards, Service Excellence
• Proactivity, have a very strong what-could-go-wrong and how-to-avoid-it mindset
• Available to travel up to 20%
• 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
• We are not accepting applications from candidates based outside of the UK

Responsibilities

• 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 customer's 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

Preferred Qualifications

• Identity Security practitioner preferred
• Have a can-do attitude