Customer Success Manager

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Act as the main contact and advocate for designated customers.

• Work alongside the Sales team to facilitate a smooth, customer-centric sales, orientation, and launch engagement process.

• Foster strong relationships with customer stakeholders, including C-level executives.

• Acquire a thorough understanding of each customer’s identity and access governance landscape alongside their specific business challenges, offering expert recommendations on potential solutions utilizing the Saviynt product suite.

• Establish and sustain trusting relationships with customers and executive sponsors to enhance product adoption and ensure they realize the full business value of their Saviynt investment.

• Collaborate effectively with internal Saviynt teams, such as Product Development and Support, to align product roadmaps and support activities with the customer's business case and strategic goals.

• Advocate for the customer's voice in internal prioritization processes, ensuring their needs are recognized and addressed.

• Proactively prepare for key customer events like go-lives and product releases, ensuring smooth transitions and minimizing potential disruptions.

• Create and maintain accurate account plans and detailed success plans for each customer in your portfolio, outlining key objectives and strategies for achieving them.

• Develop and consistently monitor key performance indicators (KPIs) related to customer success, conducting monthly reviews to identify necessary corrective actions and ensure progress towards goals.

• Observe and analyze customer utilization trends, providing proactive recommendations based on identified risks and the evolving needs of our customers.

• Plan and conduct educational initiatives for customers on new product features and releases, maximizing their understanding and adoption of new capabilities.

• Oversee the renewal pipeline for your assigned customers, identifying and mitigating potential at-risk accounts to ensure successful and timely renewals.

• Assist in managing 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.

• Represent the voice of the customer by actively collecting feedback and channeling it to relevant internal teams to drive continuous improvement across all areas, including product development and service delivery.

⛳️ Requirements

• Proven knowledge and hands-on experience in Identity and Access Management (IAM) is essential; experience in cybersecurity and/or compliance is highly regarded.

• Preference for candidates who have previously worked as Identity Security practitioners.

• A proactive and solution-focused "can-do" attitude is essential.

• Previous experience in a Customer Success or Application Portfolio Management role within a SaaS organization is highly preferred.

• Practical knowledge and experience in the Identity and Access Management (IAM) and broader Security domain.

• Strong understanding of cloud architecture and on-premise IT landscapes, including their integration with cloud services.

• Extensive experience in consulting and implementing IT systems, preferably cloud services and/or identity management solutions.

• Familiarity with relevant security and compliance requirements and frameworks.

• Willingness to be an active contributor, 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 with a collaborative approach to problem-solving and customer success.

• Experience in Process Improvement methodologies, effective Decision Making, adept at Managing Processes, strong Planning abilities, skilled at Analyzing Information, experience Developing Standards, and a commitment to Service Excellence.

• Proactive mindset with a strong ability to foresee potential challenges ("what could go wrong") and develop mitigation strategies ("how to avoid it").

• Willingness to travel up to 20% as needed to engage with customers on-site.

• Our ideal candidate would be fluent in French or German.

🏝️ Benefits

• Health insurance

• Professional development opportunities