Customer Success Manager

Summary

Join Saviynt as a Customer Success Manager and play a key role in driving customer loyalty and adoption of our innovative identity and access management (IAM) solutions. You will be the primary point of contact for customers, building strong relationships and ensuring they achieve full business value. Responsibilities include managing customer health, incident management, and project planning. This remote position requires strong IAM knowledge, experience in a SaaS environment, and excellent communication skills. The ideal candidate will reside in France and be willing to travel up to 10%. Saviynt offers a dynamic and rewarding work environment with opportunities for growth and learning.

Requirements

• Knowledge and experience in Identity and Access Management (IAM) required; cybersecurity and/or compliance background also very valuable
• Fluent in English
• Have a can-do attitude
• Proactivity, have a very strong what-could-go-wrong and how-to-avoid-it mindset
• Previous experience within a customer success OR application portfolio management role within a SaaS organization
• 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
• Available to travel up to 10%
• Currently reside in France
• 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

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 a deep, 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
• Lead and manage multi-year, cross-functional projects across multiple areas in a fast-paced and dynamic environment
• Use problem-solving skills, business acumen, and strong project management abilities to develop and execute project plans
• Represent the customer in internal prioritization process, initiate escalations to serve customer needs
• Ensure proper Incident Management and related communication to the customer
• Drive e2e issue remediation work when necessary, including regular communication to Saviynt and Customer stakeholders
• Proactive preparation for important events (upgrades, updates, go-lives, releases, etc..)
• Develop a categorization scheme and categorize all of Saviynt’s customers
• 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
• Lead Customer Advisory Board in addition to periodic customer health-checks
• 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