Senior Customer Success Manager, Identity Security

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

📋 Description

• Act as the main liaison for customers following implementation.

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

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

• Cultivate a deep, trusting rapport 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 enhance customer adoption; ensure follow-ups and completion of action items post-meeting.

• Track and analyze product utilization trends, providing insights to Saviynt's cross-functional teams to foster continuous improvement—discovering ways to better support customer use cases and corporate identity strategies.

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

• Arrange training for customers on new features and releases.

• Represent the voice of the customer and gather feedback to drive continuous improvements across all sectors, 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 strategies.

• Proven ability to comprehend technical and complex software environments and effectively communicate these concepts in business-relevant terms; likewise, the capability to translate business requirements into potential technical solutions.

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

• A strong determination to ensure customers succeed and flourish.

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

• Proven track record of managing customer relationships and navigating potentially challenging situations to achieve favorable outcomes.

• Enthusiastic willingness to be a hands-on contributor while remaining detail-oriented and focused on outcomes.

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

• Willingness to visit customer sites 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