Customer Success Manager

Saviynt; Bengaluru; On-site; INR 2,600,000 - 4,200,000; Full time

Job summary

Saviynt is hiring a Customer Success Manager in Bengaluru to drive loyalty, adoption, and value realization for our identity governance products. You will interact with customer executives, manage renewals, and coordinate cross-functional teams to resolve issues and expand services.

The role requires 8+ years in customer-facing SaaS roles, strong IAM/identity governance knowledge, and the ability to translate business needs into technical solutions while aligning with customer objectives and

Qualifications

• 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 valuable.
• Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models.
• History of translating business needs to technical solutions and communicating concepts clearly to non-technical stakeholders.
• 8+ years in customer-facing roles including customer success management or account management in a fast-paced SaaS environment.

Responsibilities

• Serve as the primary post-implementation contact for customers.
• Manage renewal pipelines and monitor customer health to enable adoption and value.
• Support Sales with customer-focused onboarding and launches.
• Build trusted relationships with customer teams to identify up-sell/cross-sell opportunities.
• Coordinate meetings between customers and Saviynt teams to resolve issues and drive adoption; ensure follow-ups.

Skills

IAM knowledge

Cloud architecture

SaaS experience

Customer relationship management

Account management

Cross-functional collaboration

Business storytelling

Education

Bachelor's degree (CS/Engineering)

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

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 CSM will be responsible for driving value-basedoutcomes by providing customer categorization, oversight, adoption recommendations,opportunities for increased service, and metrics analysis. In addition, the CSM will coordinate routine health checks and any required remediation to ensure our customers stay ontrack towards their goals. Optimal performance of this role results in greater customerhappiness, retention, and expansion of Saviynt’s business -- all tied to a customer who is eagerto recommend Saviynt to others.

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.

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 CSM will be responsible for driving value-basedoutcomes by providing customer categorization, oversight, adoption recommendations,opportunities for increased service, and metrics analysis. In addition, the 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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.