Senior Customer Success Manager – SMB Scaled Business

🕒 il y a 1 jour

🏄 California – Distant

🏄 California – Remote

💵 $165 000 - $195 000 / an

⏰ Temps Plein

🟠 Senior

🏆 Customer Success

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Saviynt

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2010

☁️ SaaS

🔒 Cybersecurity

🏢 Entreprise

💰 €130 000 000 Private Equity Round en 2021-09

SaaS • Cybersecurity • Enterprise

Saviynt est un fournisseur leader de solutions de gestion des identités et des accès (IAM) basées sur le cloud. Leur plateforme, connue sous le nom de Identity Cloud, offre une gouvernance complète des identités, une administration et une gouvernance des accès aux applications. Les solutions de Saviynt mettent l'accent sur la gestion sécurisée des identités, garantissant la conformité, la modernisation des systèmes hérités et le support des environnements multi-clouds. Ils desservent un large éventail d'industries, notamment les soins de santé, les services financiers et le secteur public. En s'appuyant sur l'IA/ML, Saviynt fournit des analyses approfondies pour une sécurité des identités renforcée. Ils sont reconnus pour leurs capacités robustes en gouvernance et administration des identités, aidant les organisations à gérer et protéger efficacement les identités des employés, des sous-traitants, des partenaires et des machines.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

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