Customer Success Manager

About the role

In this position, you will act as the primary strategic advisor to a portfolio of enterprise clients, ensuring they derive maximum value from the Saviynt identity security platform. You will own the end-to-end relationship health for your accounts, translating their business objectives into successful platform adoption. This role requires you to proactively identify growth opportunities within existing deployments and champion customer needs across the organization. You will serve as the vital link between the client and Saviynt's technical and product teams, ensuring alignment and transparency. Success in this position will be measured by your ability to drive retention, expansion, and demonstrable business outcomes for your clients. You will leverage your expertise to guide clients through best practices in identity management and governance. Ultimately, your work will directly impact customer lifetime value and the overall success of Saviynt's enterprise offerings.

Key facts

What you'll do

• Assume the role of trusted advisor for a designated book of business, acting as the central liaison between enterprise clients and Saviynt.
• Drive the identification and execution of expansion opportunities within existing customer accounts to fuel portfolio growth.
• Analyze customer usage data and health metrics to pinpoint risks and craft proactive strategies that enhance product adoption.
• Facilitate cross-functional alignment by coordinating solutions-based discussions between clients and Saviynt engineering and product teams.
• Translate complex platform capabilities into clear narratives that demonstrate tangible value to executive and operational stakeholders.
• Develop and deliver tailored training programs that educate clients on new features, updates, and advanced identity security workflows.
• Synthesize qualitative and quantitative feedback from the field to inform Saviynt's product roadmap and future development cycles.
• Partner closely with implementation specialists to ensure a cohesive and consistent experience from deployment through maturity.
• Manage the end-to-end renewal process, including crafting value propositions and articulating the return on investment for contract extensions.
• Provide strategic input to sales initiatives during the procurement phase to ensure customer promises are clear and achievable.
• Monitor competitive landscape changes and industry trends to maintain Saviynt's position as the preferred identity security partner.
• Document success stories and referenceable metrics that validate the impact of the platform on client business operations.
• Proactively identify potential churn risks and develop mitigation plans to maintain strong, long-term partnerships.
• Serve as the escalation path for complex client issues, working diligently to achieve timely and satisfactory resolutions.

Requirements

• Hold a minimum of 5 years and a maximum of 10 years of professional experience in customer success or account management roles.
• Accumulate at least 5-8 years of specialized experience within an enterprise Software-as-a-Service (SaaS) context.
• Demonstrate a history of managing large, complex accounts, with a preference for experience handling enterprise-level portfolios.
• Possess a thorough understanding of Identity and Access Management (IAM) principles, concepts, and industry best practices.
• Show demonstrable experience in cybersecurity, governance, risk, or compliance domains, which is considered highly beneficial.
• Exhibit comprehensive knowledge of cloud, hybrid, and on-premises IT infrastructure models and architectures.
• Display the capability to rapidly comprehend intricate software systems and translate them into actionable insights for clients.
• Maintain exceptional written and verbal communication skills suitable for interacting with both technical engineers and C-level executives.
• Prove an ability to work autonomously while managing multiple client relationships and competing priorities effectively.
• Approach problem-solving with a resilient, hands-on attitude and a meticulous focus on detail and accuracy.
• Commit to a mindset centered on achieving client success and delivering outstanding service quality in every interaction.
• Be prepared to engage in domestic travel to meet with clients, with an expectation of up to 50% travel frequency as required.
• Adhere strictly to company policies regarding data handling, security protocols, and professional conduct.
• Thrive in a dynamic environment where adaptability and a continuous learning mindset are essential.
• Collaborate effectively within a distributed team structure, utilizing various digital communication platforms.
• Maintain a high level of professionalism and integrity in all client-facing interactions and internal communications.

Nice to have

• Bring prior experience managing accounts within the Fortune 500 or Global 1000 corporate segments.
• Have a background in industries with strict regulatory requirements, such as financial services or healthcare.
• Show a track record of implementing identity security solutions within large, complex global enterprises.
• Demonstrate experience with change management principles and stakeholder engagement strategies.
• Possess knowledge of industry frameworks such as NIST, ISO 27001, or SOC 2.

Practical notes

This role is based in Canada and requires candidates to currently reside within the country. Travel is an essential component of the position, with an estimated requirement to be on the road up to 50% of the time to meet with clients and attend internal meetings. The position is classified as full-time and is eligible for a discretionary bonus plan as determined by company guidelines. New hires will be required to complete mandatory training modules covering security and privacy literacy, along with adherence to critical company policies including but not limited to Data Classification, Incident Response, Business Continuity, Mobile Device, Account Management, Access Control, Personnel Security, and Privacy. The standard benefits package includes Medical, Dental, Vision, Life Insurance, a 401K retirement plan, Unlimited PTO, Sick Time, Holiday Parties, Daily Catered Lunches, Employee Recognition Programs, and Team Socials. Applicants must be able to meet the specific demands of a remote role based in the Canadian time zone.