Senior Customer Success Manager – IAM/IGA

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

📋 Description

• Act as the main point of contact for clients following the implementation phase.

• Oversee the subscription renewal process and stay aware of customer health to proactively address barriers to adoption and value.

• Collaborate with the Sales team to ensure a strong customer-centric sales orientation and effective launch engagement.

• Cultivate a deep, trusting relationship with key customer personnel and larger teams to identify and develop up-sell and cross-sell opportunities.

• Organize and lead meetings between customers and Saviynt's cross-functional teams to resolve issues and promote customer adoption; ensure follow-ups and completion of action items post-meeting.

• Track and analyze product usage trends, providing insights to Saviynt's cross-functional teams to support ongoing improvements—discovering better ways to assist customer use cases and corporate identity strategies.

• Interact with implementation partners supporting Saviynt customers and seek avenues to enhance outcomes and relationships in the context of customer adoption.

• Design and deliver training for customers on new features and product releases.

• Represent the customer’s voice and gather feedback to facilitate continuous improvement across all areas, including product development.

⛳️ Requirements

• Preferred knowledge and experience in Identity and Access Management (IAM); a background in cybersecurity and/or compliance is also highly valuable.

• Strong understanding of cloud, hybrid, and on-premise IT architectures and deployment models.

• Proven ability to comprehend technical and complex software environments and effectively communicate those concepts in business-relevant terms; likewise, capable of translating business needs into potential technical solutions.

• Significant experience in customer success management/account management for complex software implementations with Fortune 500 / Global 1000 companies across various industries.

• A determined commitment to ensuring customer success and satisfaction.

• Prior experience in a customer success role within a SaaS organization.

• Demonstrated capability to manage customer relationships and navigate potentially challenging situations to achieve positive results.

• A cheerful willingness to be a hands-on contributor while maintaining a detail-oriented and outcome-focused perspective.

• Experience in process improvement, decision-making, planning, analysis, and service excellence.

• Willingness to travel to customer sites as needed (up to 50%).

🏝️ Benefits

• Medical, Dental, Vision, Life Insurance

• 401K

• Unlimited PTO

• Sick Time

• Holiday Parties

• Daily Catered Lunches

• Employee Recognition Programs

• Team Socials