Customer Success Manager – IAM/IGA

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of the relationship: Act as the main point of contact and trusted advisor for a specific portfolio of enterprise customers after implementation.

• Enhance retention: Oversee the subscription renewal pipeline and actively monitor customer health metrics to proactively remove obstacles to adoption and value realization.

• Discover expansion opportunities: Foster deep, trusting relationships with key customer stakeholders to reveal and cultivate upsell and cross-sell opportunities.

• Collaborate across functions: Organize and facilitate intricate technical and operational meetings between customers and Saviynt's cross-functional teams to address roadblocks.

• Analyze and optimize: Track and evaluate product utilization trends, converting data into actionable recommendations for both the customer and Saviynt’s product teams.

• Partner alignment: Work closely with implementation partners supporting Saviynt customers to ensure alignment and enhance delivery outcomes.

• Enablement: Organize and conduct customer education sessions on new product features, releases, and identity strategies.

• Advocate internally: Represent the customer's voice, elevating feedback to promote continuous improvement across Saviynt’s product and engineering teams.

• Sales collaboration: Collaborate with the Sales team during late-stage sales cycles to ensure a seamless transition and onboarding process for new customers.

⛳️ Requirements

• 5-8 years of experience in a customer success or account management role within an enterprise SaaS environment, preferably overseeing Fortune 500 or Global 1000 accounts.

• Strong knowledge of Identity and Access Management (IAM) is preferred; experience in cybersecurity, governance, or compliance is a significant advantage.

• Good familiarity with cloud, hybrid, and on-premises IT architectures, with a proven ability to understand complex software environments.

• Outstanding capability to bridge the gap between technical concepts and business requirements, effectively communicating value to both business leaders and technical teams.

• Proven ability to independently manage customer relationships and navigate complex, high-stakes situations to achieve favorable outcomes.

• A hands-on, detail-oriented mindset with a relentless emphasis on customer outcomes and service excellence.

• Willingness to travel to customer locations as necessary (up to 50%).

🏝️ Benefits

• Medical, Dental, Vision, Life Insurance

• 401K

• Unlimited PTO

• Sick Time

• Holiday Parties

• Daily Catered Lunches

• Employee Recognition Programs

• Team Socials