Director of Customer Success - Identity Security - West

Saviynt-posted 3 months ago
Full-time • Senior
Washington, DC
1,001-5,000 employees
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Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com. Location: United States – Preferably El Segundo, CA. We offer flexibility for exceptional West Coast remote candidates. Are you a proven Customer Success leader with deep expertise in the Cybersecurity or Identity and Access Management (IAM) space? We are looking for a strategic and results-driven Director of Customer Success to lead our West Coast Enterprise Customer Success team. You will be foundational in driving customer loyalty, product adoption, and value realization for some of the world's largest organizations as they secure their digital transformation with Saviynt's innovative products and services. Your success will be directly measured by greater customer happiness, retention, expansion, and a growing base of advocates eager to recommend Saviynt.

  • Develop and execute a comprehensive Customer Success strategy that is tightly integrated with Saviynt’s overall business objectives and growth trajectory.
  • Establish clear, measurable goals and KPIs for the team to drive customer satisfaction, retention, and expansion revenue.
  • Collaborate with executive leadership to ensure all Customer Success initiatives directly support the company's strategic goals.
  • Directly manage the West Coast team of Enterprise Customer Success Managers (CSMs), setting the standard for a value-based approach rooted in customers' unique Identity and Cyber Security challenges.
  • Ensure the team provides expert oversight, strategic adoption recommendations, and performs routine health checks to keep customers on track toward their IAM and compliance goals.
  • Oversee the implementation and optimization of Customer Success processes, emphasizing a digital-first approach to enhance scalability and efficiency.
  • Monitor and analyze key customer success metrics to proactively identify trends, manage risks, and unlock expansion opportunities.
  • Own and drive the critical renewal and expansion numbers, ensuring that revenue targets are consistently met and exceeded.
  • Develop sophisticated strategies to maximize retention and identify opportunities for up-sell and cross-sell within the enterprise customer base.
  • Accurately forecast renewals and expansion revenue in close partnership with the Sales and Finance teams.
  • Lead, mentor, and grow a high-performing team, fostering a collaborative and inclusive culture centered on continuous improvement and customer advocacy.
  • Build and maintain strong, executive-level relationships with key customer stakeholders, serving as the ultimate escalation point for complex issues.
  • Champion the voice of the customer internally, ensuring product feedback, especially around security features and compliance needs, is prioritized by Product, Engineering, and Sales teams.
  • 8+ years of experience in Customer Success leadership role.
  • Must have at least 4+ years in a leadership role within a cybersecurity SaaS company, demonstrating a proven track record of driving growth and reducing churn.
  • Knowledge and experience in Identity and Access Management (IAM) preferred; cybersecurity and/or compliance background also very valuable.
  • Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models.
  • Proven experience in a senior Customer Success leadership role, ideally within the SaaS industry.
  • Demonstrated success in building and leading high-performing Customer Success teams.
  • Strong strategic thinking and problem-solving skills, with a track record of driving results.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with partners and internal stakeholders.
  • Experience with customer success platforms such as Gainsight, or similar tools.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
  • Proven track record of owning and exceeding renewal and expansion targets.
  • Medical, Dental, Vision, Life Insurance
  • 401K
  • Unlimited PTO
  • Sick Time
  • Holiday Parties
  • Daily Catered Lunches
  • Employee Recognition Programs
  • Team Socials
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