Senior Manager, Business Operations

Summary

Join Saviynt as a Sr. Manager, Business Operations and ensure the successful delivery and value realization for Federal Identity and Access Management (IAM) customers. Manage customer loyalty and adoption of Saviynt’s services and products, using customer business objectives as the key driver. Drive customer success through categorization, oversight, adoption recommendations, and metrics analysis. Perform routine health checks and business value assessments. Lead one-time activities within the team, driving project success from start to finish. This role blends project management, deep technical IAM understanding, and customer advocacy. The primary goal is to drive customer satisfaction and contribute to Net Revenue Retention (NRR) targets. You will be responsible for project planning and delivery, customer engagement and strategic alignment, utilization and health management, and growth and expansion enablement.

Requirements

• 5+ years of experience in a project management or customer success role within a SaaS environment, with a strong preference for candidates from the Identity and Access Management (IAM) or cybersecurity sectors
• Proven ability to manage multiple complex projects simultaneously while meeting competing deadlines
• Exceptional communication, facilitation, and negotiation skills with the ability to influence and manage expectations across various levels of an organization
• Familiarity with core IAM concepts, including Role-Based Access Control (RBAC), Privileged Access Management (PAM), and Segregation of Duties (SoD), as well as an understanding of compliance-driven selling
• 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

• Own the planning, coordination, and execution of customer success projects, ensuring all contracted deliverables are met on time and within scope
• Develop and maintain comprehensive project documentation, including project plans, milestones, risk registers, and communication schedules
• Serve as the central point of coordination, aligning internal teams (Technical Account Managers, Account Executives) with customer stakeholders to ensure seamless project execution
• Schedule and lead regular stakeholder meetings to align IAM capabilities with key business objectives and demonstrate ongoing value
• Facilitate workshops, demos, and value mapping sessions to showcase ROI and identify opportunities for expansion
• Lead monthly and quarterly business reviews to track key performance indicators (KPIs), review product roadmaps, and measure compliance improvements
• Serve as the primary point of contact for customers after implementation
• Participate with Sales team to provide a strong customer focused sales, orientation and launch engagement process
• Develop deep, trusting relationships 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
• Assist customers in achieving their business goals
• Track the utilization of success packages and contracted deliverables (e.g., TAM hours, training sessions, advisory calls) to ensure adherence to service level agreements (SLAs)
• Partner with Technical Account Managers (TAMs) to assess license utilization, identify optimization opportunities, and proactively monitor customer health scores
• Maintain a consistent cadence for weekly health checks and monthly or quarterly strategic planning sessions
• 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
• Actively identify cross-sell and upsell opportunities by leveraging established frameworks such as; Command the Message and MEDDIC
• Support the expansion of customer accounts by creating and managing phased application onboarding and capability adoption plans
• 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 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
• Assist clients to realize sustained value in our Saviynt’s products & services and help them to drive additional value from our products & services

Preferred Qualifications

• Experience with customer success or CRM platforms such as Gainsight, Salesforce, or similar tools is a plus
• A Project Management Professional (PMP), Certified ScrumMaster (CSM), or equivalent project management certification is preferred

Benefits

• Medical, Dental, Vision, Life Insurance
• 401K
• Unlimited PTO
• Sick Time
• Holiday Parties
• Daily Catered Lunches at our offices!
• Employee Recognition Programs
• Team Socials