Senior Customer Success Manager, Identity Security

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

📋 Description

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

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

• Collaborate with the Sales team to ensure a robust customer-focused sales, orientation, and launch engagement experience.

• Build a strong, trust-based relationship with key customer personnel and larger teams to identify and cultivate up-sell and cross-sell opportunities.

• Organize and facilitate meetings between customers and Saviynt's cross-functional teams to address challenges 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 enable continuous improvement—discovering ways to better support customer use cases and corporate identity strategies.

• Communicate with implementation partners supporting Saviynt customers, seeking opportunities to enhance outcomes and relationships in the context of customer adoption.

• Plan educational sessions for customers regarding new features and releases.

• Represent the voice of the customer and gather feedback to facilitate ongoing improvements in all areas, including product development.

⛳️ Requirements

• Required knowledge and experience in Identity and Access Management (IAM); 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 requirements into potential technical solutions.

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

• A strong desire to see customers succeed and flourish.

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

• Demonstrated capability to manage customer relationships and navigate challenging situations to achieve favorable outcomes.

• A cheerful willingness to contribute hands-on and remain detail-oriented while keeping an outcome-focused perspective.

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

• Willingness to visit 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