Customer Success Manager

Saviynt; Bengaluru; Hybrid; INR 1,500,000 - 2,000,000; Full time

Job summary

Saviynt is seeking an experienced professional for a customer-facing role focused on managing relationships and ensuring customer success post-implementation. The successful candidate will have 8+ years of experience in customer success management and a Bachelor's degree in a relevant field. You will help drive customer adoption of our Identity and Access Management solutions through proactive relationship management and technical support.

Applicants should be knowledgeable about cloud IT architectures and cybersecurity, with a proven track record in SaaS environments.

Qualifications

• 8+ years of experience in customer-facing roles, preferably in SaaS.
• Strong understanding of technical software environments.
• Available to customers via Zoom during North American hours.

Responsibilities

• Serve as the primary point of contact for customers post-implementation.
• Manage subscription renewal pipeline to eliminate barriers to adoption.
• Develop strong customer relationships and identify upsell opportunities.

Skills

Customer success management

Identity and Access Management (IAM)

Cloud IT architectures

Cybersecurity background

Technical communication

Education

Bachelor’s degree in computer science, engineering, or related field

Job description

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.

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 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 and 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 understanding technical and complex software environments and bridging the gap in terms of communicating those concepts in language meaningful to the business; similarly, ability to translate business needs to potential technical solutions
• 8+ years 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 American (Pacific) hours