Sr. Customer Success Manager

About the role

This position focuses on ensuring our clients achieve maximum value from Saviynt's identity security platform. You will build strong relationships, guide product adoption, and act as a trusted advisor to help customers meet their business objectives. Your work will directly contribute to customer satisfaction, retention, and growth.

Key facts

What you'll do

• Serve as the main point of contact for clients following their product implementation.
• Manage the renewal process for customer subscriptions and monitor client health to proactively address adoption challenges.
• Collaborate with sales teams to ensure a smooth and customer-centric onboarding and launch experience.
• Cultivate deep, trusted relationships with key client contacts and their teams to identify opportunities for expanded services.
• Facilitate meetings between clients and internal Saviynt teams to resolve issues and drive product adoption, ensuring follow-through on action items.
• Analyze product usage patterns and provide feedback to internal teams to enhance customer support and product development.
• Communicate with implementation partners supporting Saviynt clients to improve collaborative outcomes.
• Educate customers on new product features and updates.
• Represent the customer's perspective internally to drive improvements across all company functions, including product.

Requirements

• Experience in Identity and Access Management (IAM), cybersecurity, or compliance is preferred.
• Solid understanding of cloud, hybrid, and on-premise IT environments.
• Proven ability to grasp complex software systems and explain technical concepts to business stakeholders, and vice versa.
• At least 5 years of experience in customer success or account management for complex software solutions, ideally with Fortune 500 or Global 1000 companies.
• A strong drive to ensure customer success and growth.
• Previous experience in a customer success role within a SaaS company.
• Demonstrated skill in managing client relationships and navigating challenging situations to achieve positive results.
• A proactive and detail-oriented approach, with a focus on achieving outcomes.
• Experience in process improvement, decision-making, planning, and analysis.
• Willingness to travel to customer sites as needed, up to 50%.

Nice to have

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

Skills & tools

• Identity and Access Management (IAM)
• Cybersecurity
• Compliance
• Cloud, Hybrid, and On-Premise IT architectures
• SaaS platforms

Practical notes

• Candidates must currently reside in Canada.
• This role may be eligible for a discretionary bonus plan based on individual and company performance.
• Onboarding includes mandatory security and privacy awareness training, with annual refreshers.
• Adherence to Information Security/Privacy Policies and Procedures is required.
• Benefits include Medical, Dental, Vision, Life Insurance, 401K, Unlimited PTO, Sick Time, Holiday Parties, Daily Catered Lunches, Employee Recognition Programs, and Team Socials.