Senior Customer Success Manager – SMB Scaled Business

🕒 June 3

🏄 California – Remote

🏄 California – Remote

💵 $165k - $195k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Saviynt

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

☁️ SaaS

🔒 Cybersecurity

🏢 Enterprise

💰 $130M Private Equity Round on 2021-09

SaaS • Cybersecurity • Enterprise

Saviynt is a leading provider of cloud-based identity and access management (IAM) solutions. Their platform, known as the Identity Cloud, offers comprehensive identity governance, administration, and application access governance. Saviynt's solutions focus on secure identity management, ensuring compliance, modernizing legacy systems, and supporting multi-cloud environments. They serve a wide range of industries including healthcare, financial services, and government sectors. Leveraging AI/ML, Saviynt provides in-depth insights and analytics for enhanced identity security. They are recognized for their robust capabilities in identity governance and administration, helping organizations to efficiently manage and protect employee, contractor, partner, and machine identities.

📋 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.

🎯 Requirements

• 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.

🏖️ Benefits

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