Customer Success Manager

Saviynt is an identity authority platform built to power and protect the world at work. In a world ofdigital transformation, where organizations are faced with increasing cyber risk but cannot afforddefensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customersunparalleled visibility, control and intelligence to better defend against threats while empoweringusers with right-time, right-level access to the digital technologies and tools they need to do theirbest work.  Customer Success Manager will manage customer loyalty and adoption of Saviynt’sinnovative products and services using our customers’ business objectives and priorities as thefoundation of the work they perform. The Snr 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 Snr CSM willcoordinate 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.WHAT YOU WILL BE DOINGServe as the primary point of contact for customers after implementationManage the subscription renewal pipeline and maintain cognizance of customer health in order to proactively eliminate barriers to adoption and valueParticipate with the Sales team to provide a strong customer-focused sales, orientation and launch engagement processDevelop a deep, trusting relationship with customer key personnel and larger teams to seek and develop up-sell / cross-sell opportunitiesCoordinate 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 completionMonitor 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 strategiesCommunicate with implementation Partners supporting Saviynt customers and seek opportunities to improve outcomes and relationships in the context of customer adoptionPlan education for customers on new features and releasesAct as the voice of the customer and collect feedback to drive continuous improvement across all areas including productWHAT YOU BRINGBachelor 's degree in computer science, engineering, or a related fieldKnowledge and experience in Identity and Access Management (IAM) valuable cybersecurity and/or compliance background also very valuableStrong knowledge of cloud, hybrid, and on-premise IT architectures and deployment modelsHistory 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 solutions8+ 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 industriesTenacious desire to see customers succeed and thrivePrevious experience within a fast paced, growing SaaS organizationDemonstrated ability to manage customer relationships and work through potentially difficult challenges to achieve positive outcomesCheerful willingness to be a hands-on contributor and stay detail-focused while maintaining an outcome-based perspectiveExperience in process improvement, decision-making, planning, analysis, and service excellenceAvailable to customer via Zoom during North America (pacific) hoursWe 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.