Sr. Customer Success Manager - IAM/IGA - Chicago

About the position

Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work. 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. In addition, the CSM will perform routine health checks and coordinate any required remediation to ensure our customers stay on track towards their goals. Optimal performance of this role results in greater customer happiness, retention, and expansion of Saviynt’s business -- all tied to a customer who is eager to recommend Saviynt to others.

Responsibilities

• Serve as the primary point of contact for customers after implementation.
• Manage the subscription renewal pipeline and maintain cognizance of customer health in order to proactively eliminate barriers to adoption and value.
• 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; ensure post-meeting follow-ups and action-item completion.
• Monitor and identify product utilization trends, providing feedback to Saviynt cross-functional teams to support continuous improvement -- finding ways to better support customer use cases and corporate identity strategies.
• 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; cybersecurity and/or compliance background also very valuable.
• Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models.
• 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.
• Extensive experience in customer success management/account management for complex software implementations with Fortune 500 / Global 1000 companies across a variety of industries.
• 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

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