The Senior Customer Success Manager will drive customer loyalty and adoption of Saviynt's products, ensuring customer satisfaction and success through continuous engagement and support.
Saviynt is an identity authority platform built to power and protect the world at work. In a world of
digital transformation, where organizations are faced with increasing cyber risk but cannot afford
defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers
unparalleled visibility, control and intelligence to better defend against threats while empowering
users with right-time, right-level access to the digital technologies and tools they need to do their
best work.
Senior Customer Success Manager 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 Snr 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 Snr CSM will
coordinate routine health checks and 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.
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
- Bachelor 's degree in computer science, engineering, or a related field
- Knowledge and experience in Identity and Access Management (IAM) valuable 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.
- 8+ yrs of experience in customer facing roles including: customer success management/account management, Professional Services for complex software implementations with companies across a variety of industries.
- Tenacious desire to see customers succeed and thrive.
- Previous experience within a fast paced, growing 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 via Zoom during North America (pacific) hours
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