As a Customer Success Manager (CSM) at Saviynt, you will champion customer loyalty and product adoption by aligning our innovative solutions directly with our clients' core business goals. You will drive value-based outcomes through strategic oversight, adoption coaching, metrics analysis, and identifying opportunities for expanded services. By conducting routine health checks and coordinating proactive remediation, you will ensure our customers stay firmly on track to hit their milestones. Success in this role means higher customer satisfaction, stronger retention, account expansion, and building passionate brand advocates who eagerly recommend Saviynt.
Location Note: While this is a remote position, candidates must currently reside in Canada and be geographically aligned with our regional customers.
WHAT YOU WILL BE DOING- Own the Relationship: Serve as the primary point of contact and trusted advisor for a dedicated portfolio of enterprise customers post-implementation.
- Drive Retention: Manage the subscription renewal pipeline and actively track customer health metrics to proactively eliminate barriers to adoption and value realization.
- Identify Expansion: Build deep, trusting relationships with key customer stakeholders to uncover and develop upsell and cross-sell opportunities.
- Collaborate Cross-Functionally: Coordinate and facilitate complex technical and operational meetings between customers and Saviynt cross-functional teams to resolve roadblocks.
- Analyze & Optimize: Monitor and analyze product utilization trends, translating data into actionable recommendations for both the customer and Saviynt's product teams.
- Partner Alignment: Collaborate closely with implementation partners supporting Saviynt customers to ensure alignment and optimize delivery outcomes.
- Enablement: Plan and deliver customer education sessions on new product features, releases, and identity strategies.
- Advocate Internally: Act as the voice of the customer, escalating feedback to drive continuous improvement across Saviynt's product and engineering teams.
- Sales Alignment: Partner with the Sales team during late-stage sales cycles to ensure a smooth transition and orientation process for onboarding customers.
WHAT YOU BRING- Experience: 5-8 years of experience in a customer success or account management role within an enterprise SaaS organization, ideally managing Fortune 500 or Global 1000 accounts.
- Domain Knowledge: Solid understanding of Identity and Access Management (IAM) preferred; experience in cybersecurity, governance, or compliance is a strong asset.
- Technical Aptitude: Strong familiarity with cloud, hybrid, and on-premises IT architectures, with a proven ability to grasp complex software environments.
- Communication: Exceptional ability to bridge the gap between technical concepts and business needs, communicating value clearly to business leaders and technical teams alike.
- Problem Solving: Demonstrated ability to independently manage customer relationships and navigate complex, high-stakes challenges to achieve positive outcomes.
- Execution: A hands-on, detail-oriented approach with a relentless focus on customer outcomes and service excellence.
- Travel: Ability to travel to customer sites as needed (up to 50%).
Benefits- Medical, Dental, Vision, Life Insurance
- 401K
- Unlimited PTO
- Sick Time
- Holiday Parties
- Daily Catered Lunches
- Employee Recognition Programs
- Team Socials
You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
If required for this role, you will:- Complete security & privacy literacy and awareness training during onboarding and annually thereafter
- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):
> Data Classification, Retention & Handling Policy
> Incident Response Policy/Procedures
> Business Continuity/Disaster Recovery Policy/Procedures
> Mobile Device Policy
> Account Management Policy
> Access Control Policy
> Personnel Security Policy
> Privacy Policy
