Senior Customer Success Manager (SMB Scaled Business)

Saviynt•Washington, DC

3d•$165,000 - $195,000•Remote

About The Position

The Senior Customer Success Manager (SMB Scaled) will manage customer loyalty and adoption of Saviynt’s innovative products and services for our SMB Scaled business segment, overseeing a portfolio of 35–38 accounts with annual recurring revenue (ARR) below $200k per account. Using our customers’ business objectives and priorities as the foundation, the Sr. CSM will be responsible for driving value-based outcomes at scale by providing customer categorization, oversight, adoption recommendations, opportunities for increased service, and metrics analysis. In addition, the Sr. CSM will coordinate routine health checks and programmatic 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 Saviynt’s business -- all tied to a customer who is eager to recommend Saviynt to others.

Requirements

Bachelor's degree in computer science, engineering, or a related field.
Knowledge and experience in Identity and Access Management (IAM) is valuable; a cybersecurity and/or compliance background is 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.
12+ years of experience in customer-facing roles including customer success management, account management, or Professional Services for complex software implementations.
Proven experience managing a high-velocity, scaled portfolio (30+ accounts) in the sub-$200k ARR segment is highly preferred.
Tenacious desire to see customers succeed and thrive.
Previous experience within a fast-paced, growing SaaS organization.
Demonstrated ability to manage customer relationships and work through potentially difficult challenges to achieve positive outcomes at scale.
Cheerful willingness to be a hands-on contributor and stay detail-focused while maintaining an outcome-based perspective across a high volume of accounts.
Experience in process improvement, decision-making, planning, analysis, and service excellence.
Available to customers via Zoom during North America (Pacific) hours.

Responsibilities

Serve as the primary point of contact for a dedicated portfolio of 35–38 Scaled accounts (under $200k ARR) post-implementation, successfully balancing 1-to-many programmatic initiatives with targeted high-impact 1-to-1 engagements.
Manage the subscription renewal pipeline for your assigned portfolio and maintain close 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 deep, trusting relationships with customer key personnel and larger teams to efficiently seek and develop up-sell / cross-sell opportunities across a high-velocity account base.
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 across your portfolio, 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 and deliver education for customers on new features and releases, leveraging webinars, automated campaigns, and digital enablement channels to effectively reach your full portfolio.
Act as the voice of the SMB Scaled customer segment and collect feedback to drive continuous improvement across all areas including product.