Senior Customer Success Manager – SMB Scaled Business

🕒 Junho 3

🏄 California – Remoto

🏄 California – Remote

💵 $165.000 - $195.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Saviynt

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2010

🏥 Saúde

💼 Consultoria

📦 Logística

💰 $130.000.000 Private Equity Round em 2021-09

Healthcare • Consulting • Logistics

A Saviynt é uma provedora líder de soluções de gestão de identidades e acessos (IAM) baseadas em nuvem. Sua plataforma, conhecida como Identity Cloud, oferece governança abrangente de identidades, administração e governança de acesso a aplicativos. As soluções da Saviynt são focadas na gestão segura de identidades, garantindo conformidade, modernizando sistemas legados e dando suporte a ambientes multi-nuvem. Eles atendem a uma ampla gama de indústrias, incluindo saúde, serviços financeiros e setores governamentais. Alavancando IA/ML, a Saviynt oferece insights e análises aprofundadas para maior segurança de identidade. Eles são reconhecidos por suas robustas capacidades em governança e administração de identidades, ajudando organizações a gerenciar e proteger de forma eficiente identidades de empregados, contratados, parceiros e máquinas.

Descrição

• 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 SMB Scaled customer segment and collect feedback to drive continuous improvement across all areas including product.

🎯 Requisitos

• 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, scaled 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.

🏖️ Benefícios

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