Senior Customer Success Manager, Identity Security

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

📋 Description

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

• Oversee the subscription renewal process and remain 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 launch engagement process.

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

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

• Track and analyze product utilization trends, offering feedback to Saviynt’s cross-functional teams to promote continuous improvement—discovering ways to better support customer use cases and corporate identity strategies.

• Engage with implementation partners supporting Saviynt customers and explore opportunities to enhance outcomes and relationships regarding customer adoption.

• Design educational sessions for customers about new features and releases.

• Represent the voice of the customer and gather feedback to drive continuous improvement across all areas, including product development.

⛳️ Requirements

• Required 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 language; likewise, capable of translating business needs into potential technical solutions.

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

• A passionate desire to ensure customer success and growth.

• Prior 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 be a hands-on contributor, maintaining a detail-oriented mindset while focusing on outcomes.

• 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