Senior 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. Drive customer success by providing advisory services, adoption recommendations, and metric analysis. Build strong relationships with customer stakeholders, up to the C-level. Develop and maintain account and success plans, outlining key objectives and strategies. Monitor KPIs, identify corrective actions, and ensure progress towards goals. Proactively prepare for critical customer events and manage the renewal pipeline. Contribute to process improvement initiatives and act as the voice of the customer, collecting feedback and channeling it to relevant internal teams. This role ensures higher customer happiness, retention, and expansion of Saviynt’s business.

Requirements

• Demonstrated knowledge and practical experience in Identity and Access Management (IAM) is essential; a background in cybersecurity and/or compliance is highly valued
• A proactive and solution-oriented "can-do" attitude is crucial
• 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
• 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 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 accurate account plans and 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 monthly 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
• Manage the renewal pipeline for your assigned customers, identifying and mitigating potential at-risk accounts to ensure successful and timely renewals
• Provide assistance with the management of delivery projects, ensuring alignment with customer expectations and successful outcomes
• Contribute to transformation and process improvement initiatives across the organization, enhancing efficiency and effectiveness in our customer engagement strategies
• Act as the voice of the customer, actively collecting feedback and channeling it to relevant internal teams to drive continuous improvement across all areas, including product development and service delivery

Preferred Qualifications

• Preference for candidates who have served as Identity Security practitioners in previous roles
• Previous experience in a Customer Success or Application Portfolio Management role within a SaaS organization is highly desirable