Customer Success Manager

Saviynt; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

Saviynt seeks an experienced Customer Success Manager to drive adoption of its identity governance platform. You will align offerings with customers’ objectives, acting as a trusted advisor to ensure success and renewals.

Build relationships with executives, advise on solutions, and collaborate with cross-functional teams to maximize business value. Responsibilities include onboarding, adoption strategy, KPI monitoring, and proactive risk management.

Qualifications

• Demonstrated knowledge in Identity and Access Management (IAM)
• Background in cybersecurity and/or compliance is valued
• Experience in a Customer Success or Application Portfolio Management role in SaaS preferred
• Hands-on experience with cloud and on-premise integrations
• Familiarity with security frameworks and IT governance

Responsibilities

• Serve as primary point of contact for assigned customers
• Collaborate with Sales for seamless onboarding and expansion
• Build relationships with stakeholders up to C-level
• Understand customers’ IAM landscape and advise on solutions
• Drive product adoption and measurable business value
• Coordinate with Product Development and Support
• Represent customer needs in prioritization processes
• Plan go-lives and product releases with customers
• Monitor KPIs and renewal risks; drive renewals
• Travel to customer sites up to 20%

Skills

IAM knowledge

Cybersecurity

Compliance

SaaS Customer Success

Cloud architecture

On-prem integration

IT systems implementation

Security frameworks

Travel up to 20%

French or German

Job description

Saviynt’s AI-powered identity platform manages and governs human and non-human access to all of an organization’s applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com.

We are seeking a dynamic and experienced Customer Success Manager to cultivate customer loyalty and drive the adoption of Saviynt’s innovative services and products. In this role, you will align our o;erings with our customers’ business objectives and priorities, acting as a trusted advisor to ensure their success. You will be responsible for providing customer advisory services, o;ering strategic adoption recommendations, identifying opportunities for increased service engagement, and leveraging metrics analysis to guide customer outcomes. Success in this role translates to heightened customer satisfaction, improved retention rates, and the expansion of Saviynt’s business footprint.

What you will do

• Serve as the primary point of contact and advocate for assigned customers.
• Collaborate with the Sales team to ensure a seamless and customer-focused sales, orientation, and launch engagement process.
• Cultivate strong relationships with customer stakeholders, up to the C-level executives.
• Develop a deep understanding of each customer’s identity and access governance landscape and their unique business challenges, providing expert advice on potential solutions leveraging the Saviynt product suite.
• Build and maintain trusting relationships with customers and executive sponsors to drive product adoption and ensure they achieve full business value from their Saviynt investment.
• Partner effectively with internal Saviynt teams, including Product Development and Support, to align product roadmaps and support activities with the customer’s business case and strategic objectives.
• Represent the voice of the customer in internal prioritization processes, advocating for their needs and ensuring their perspective is considered.
• Proactively prepare for critical customer events such as go-lives and product releases, ensuring smooth transitions and minimizing potential disruptions.
• Develop and maintain accurate account plans and comprehensive success plans for each customer within your portfolio, outlining key objectives and strategies for achieving them.
• Develop and diligently monitor key performance indicators (KPIs) related to customer success, conducting monthly reviews to identify necessary corrective actions and ensure progress towards goals.
• Monitor and analyze customer utilization trends, providing proactive recommendations based on identified risks and the evolving needs of our customers.
• Plan and deliver educational initiatives for customers on new product features and releases, maximizing their understanding and adoption of new capabilities.
• Manage the renewal pipeline for your assigned customers, identifying and mitigating potential at-risk accounts to ensure successful and timely renewals.
• Provide assistance with the management of delivery projects, ensuring alignment with customer expectations and successful outcomes.
• Contribute to transformation and process improvement initiatives across the organization, enhancing efficiency and effectiveness in our customer engagement strategies.
• Act as the voice of the customer, actively collecting feedback and channeling it to relevant internal teams to drive continuous improvement across all areas, including product development and service delivery.

What you bring

• Demonstrated knowledge and practical experience in Identity and Access Management (IAM) is essential; a background in cybersecurity and/or compliance is highly valued.
• Preference for candidates who have served as Identity Security practitioners in previous roles.
• A proactive and solution-oriented “can-do” attitude is crucial.
• Previous experience in a Customer Success or Application Portfolio Management role within a SaaS organization is highly desirable.
• Hands-on knowledge and practical experience in the Identity and Access Management (IAM) and broader Security space.
• Strong understanding of cloud architecture as well as on-premise IT landscapes and their integration with cloud services.
• Extensive experience in consulting and the implementation of IT systems, preferably cloud services and/or identity management solutions.
• Knowledge of relevant security and compliance requirements and frameworks.
• Willingness to be a hands-on contributor, actively engaging in problem-solving and customer support.
• Excellent communication skills, including the ability to effectively track issues, manage triage processes, and navigate crisis situations.
• A strong team player mentality with a collaborative approach to problem-solving and customer success.
• Experience in Process Improvement methodologies, e;ective Decision Making, adept at Managing Processes, strong Planning abilities, skilled at Analysing Information, experience Developing Standards, and a commitment to Service Excellence.
• Proactive mindset with a strong ability to anticipate potential challenges (“what could-go-wrong”) and develop mitigation strategies (“how-to-avoid-it”).
• Willingness to travel up to 20% as required to engage with customers on-site
• Our ideal candidate would speak fluent French or German.

If required for this role, you will:

• 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

Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you’re resilient and enjoy working in a dynamic environment you belong with us!

_ Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. _