Senior Customer Success Manager (Scale Business)

WHAT YOU WILL BE DOING

• Portfolio Management: 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.

• Retention & Renewal: 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.

• Sales Collaboration: Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process.

• Account Expansion: 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.

• Cross-Functional Coordination: 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.

• Data-Driven Insights: 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.

• Partner Alignment: Communicate with implementation Partners supporting Saviynt customers and seek opportunities to improve outcomes and relationships in the context of customer adoption.

• Scaled Enablement: 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.

• Customer Advocacy: Act as the voice of the Scale customer segment and collect feedback to drive continuous improvement across all areas including product.

WHAT YOU BRING

• Education: Bachelor's degree in computer science, engineering, or a related field.
• Domain Expertise: Knowledge and experience in Identity and Access Management (IAM) is valuable; a cybersecurity and/or compliance background is also very valuable.
• Technical Savvy: Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models.
• Communication: 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
• Experience: 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, scale portfolio (30+ accounts) in the sub-$200k ARR segment is highly preferred.
• Drive: Tenacious desire to see customers succeed and thrive.
• SaaS Background: Previous experience within a fast-paced, growing SaaS organization.
• Relationship Management: Demonstrated ability to manage customer relationships and work through potentially difficult challenges to achieve positive outcomes at scale.
• Mindset: Cheerful willingness to be a hands-on contributor and stay detail-focused while maintaining an outcome-based perspective across a high volume of accounts.
• Execution: Experience in process improvement, decision-making, planning, analysis, and service excellence.
• Availability: Available to customers via Zoom during North America (Pacific) hours.

Benefits

• Medical, Dental, Vision, Life Insurance
• 401K
• Unlimited PTO
• Sick Time
• Holiday Parties
• Daily Catered Lunches
• Employee Recognition Programs
• Team Socials