North East

Saviynt•Boston, MA

48d

About The Position

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 worldâs leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com. The Customer Success Manager (CSM) will manage customer loyalty and adoption of Saviyntâs innovative products and services using our customersâ business objectives and priorities as the foundation of the work they perform. The CSM will be responsible for driving value-based outcomes by providing customer categorization, oversight, adoption recommendations, opportunities for increased service, and metrics analysis. In addition, the CSM will perform routine health checks and coordinate any required remediation to ensure our customers stay on track towards their goals. Optimal performance of this role results in greater customer happiness, retention, and expansion of Saviyntâs business -- all tied to a customer who is eager to recommend Saviynt to others.

Requirements

Should have expert Knowledge and experience in Identity and Access Management (IAM) required; cybersecurity and/or compliance background also very valuable.
Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models.
History of being able to understand technical and complex software environments and bridge the gap in terms of communicating those concepts in language meaningful to the business; similarly, being able to translate business needs to potential technical solutions.
Extensive experience in customer success management/account management for complex software implementations with Fortune 500 / Global 1000 companies across a variety of industries.
Tenacious desire to see customers succeed and thrive.
Previous experience within a customer success role within a SaaS organization.
Demonstrated ability to manage customer relationships and work through potentially difficult challenges to achieve positive outcomes.
Cheerful willingness to be a hands-on contributor and stay detail-focused while maintaining an outcome-based perspective.
Experience in process improvement, decision-making, planning, analysis, and service excellence.
Available to customer sites, as needed (up to 50%)

Responsibilities

Serve as the primary point of contact for customers after implementation.
Manage the subscription renewal pipeline and maintain cognizance of customer health in order to proactively eliminate barriers to adoption and value.
Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process.
Develop a deep, trusting relationship with customer key personnel and larger teams to seek and develop up-sell / cross-sell opportunities.
Coordinate and conduct meetings between customers and Saviynt cross-functional teams to solve problems and advance customer adoption; ensure post-meeting follow-ups and action-item completion.
Monitor and identify product utilization trends, providing feedback to Saviynt cross-functional teams to support continuous improvement -- finding ways to better support customer use cases and corporate identity strategies.
Communicate with implementation Partners supporting Saviynt customers and seek opportunities to improve outcomes and relationships in the context of customer adoption.
Plan education for customers on new features and releases.
Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.