Job Description

The Customer Success Manager (CSM) will manage customer loyalty and adoption of Saviynt’s innovative products and services using our customers’ business objectives and priorities as the foundation of the work they perform. The CSM will be responsible for driving value-based outcomes by providing customer categorization, oversight, adoption recommendations, opportunities for increased service, and metrics analysis.

Responsibilities

• Serve as the primary point of contact for customers after implementation
• Manage the subscription renewal pipeline and maintain cognizance of customer health
• Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process
• Develop a deep, trusting relationship with customer key personnel and larger teams to seek and develop up-sell / cross-sell opportunities
• Coordinate and conduct meetings between customers and Saviynt cross-functional teams to solve problems and advance customer adoption
• Monitor and identify product utilization trends, providing feedback to Saviynt cross-functional teams to support continuous improvement
• Communicate with implementation Partners supporting Saviynt customers and seek opportunities to improve outcomes and relationships in the context of customer adoption
• Plan education for customers on new features and releases
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product

Requirements

• Knowledge and experience in Identity and Access Management (IAM) required
• Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models
• Ability to understand technical and complex software environments and bridge the gap in terms of communicating those concepts in language meaningful to the business
• Extensive experience in customer success management/account management for complex software implementations with Fortune 500 / Global 1000 companies
• Tenacious desire to see customers succeed and thrive
• Previous experience within a customer success role within a SaaS organization
• Demonstrated ability to manage customer relationships and work through potentially difficult challenges to achieve positive outcomes
• Cheerful willingness to be a hands-on contributor and stay detail-focused while maintaining an outcome-based perspective
• Experience in process improvement, decision-making, planning, analysis, and service excellence
• Available to customer sites, as needed (up to 50%)

Benefits

• No benefits