Customer Success Manager

• 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