Identity Security - Customer Experience Manager - IAM/IGA - UK

Saviynt; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Customer Success Manager to enhance customer loyalty and adoption of its identity authority platform. This role involves driving customer success through strategic advisory and metrics analysis while fostering relationships with key stakeholders. The ideal candidate will have practical experience in Identity and Access Management and a proactive, solution-oriented approach. Join a dynamic, growth-oriented environment where your contributions will make a significant impact on customer satisfaction and business expansion.

Qualifications

• Practical experience in IAM, cybersecurity, or compliance.
• Experience in Customer Success or Application Portfolio Management.

Responsibilities

• Serve as the primary contact and advocate for assigned customers.
• Build relationships with customer stakeholders, including C-level executives.
• Monitor KPIs, conduct reviews, and implement corrective actions.

Skills

Identity and Access Management (IAM)

Cybersecurity

Customer Success

Application Portfolio Management

Excellent Communication Skills

Crisis Management

Process Improvement

Decision Making

Service Excellence

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 face increasing cyber risks but cannot afford defensive measures that slow progress, Saviynt’s Enterprise Identity Cloud offers customers unparalleled visibility, control, and intelligence to better defend against threats while empowering users with right-time, right-level access to digital tools.

The Customer Success Manager (IAM Practitioner) will manage customer loyalty and adoption of Saviynt’s services and products, aligning with customers’ business objectives. They will drive customer success through advisory, adoption strategies, and metrics analysis, aiming for higher satisfaction, retention, and business expansion.

WHAT YOU WILL BE DOING

1. Serve as the primary contact and advocate for assigned customers.
2. Collaborate with Sales to ensure seamless onboarding and engagement.
3. Build relationships with customer stakeholders, including C-level executives.
4. Understand each customer’s IAM landscape and business challenges, providing expert advice on solutions.
5. Maintain trusting relationships to maximize product adoption and business value.
6. Coordinate with internal teams to align product roadmaps and support activities.
7. Represent customer needs in internal prioritization and development processes.
8. Prepare for critical events like go-lives and product releases to ensure smooth transitions.
9. Create and maintain account and success plans with clear objectives.
10. Monitor KPIs, conduct reviews, and implement corrective actions.
11. Analyze utilization trends and recommend proactive solutions.
12. Educate customers on new features and releases.
13. Manage renewal pipelines and mitigate at-risk accounts.
14. Support delivery projects aligning with customer expectations.
15. Contribute to organizational process improvements.
16. Collect and relay customer feedback for continuous improvement.

WHAT YOU BRING

1. Practical experience in Identity and Access Management (IAM), cybersecurity, or compliance.
2. Experience as an Identity Security practitioner is preferred.
3. Proactive, solution-oriented attitude.
4. Experience in Customer Success or Application Portfolio Management within SaaS.
5. Knowledge of cloud and on-premise IT landscapes and security frameworks.
6. Experience in consulting and implementing IT and identity management solutions.
7. Willingness to be hands-on and actively support customers.
8. Excellent communication skills and crisis management ability.
9. Team-oriented, collaborative problem solver.
10. Experience with Process Improvement, Decision Making, and Service Excellence.
11. Ability to anticipate challenges and develop mitigation strategies.
12. Willingness to travel up to 20% for customer engagement.

Note: We are not accepting applications from candidates outside the UK.

Additional Requirements:

• Complete security & privacy training during onboarding and annually.
• Review and adhere to relevant security, privacy, and operational policies.

Saviynt offers a dynamic, growth-oriented environment with opportunities for learning and impact. We are committed to diversity and equal opportunity employment.