Senior​/Director, Customer Support

Position: Senior / Director, Customer Support
Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world's leading brands, Fortune 500 companies and government institutions.

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Saviynt is seeking a visionary Director / Senior Director to redefine the enterprise experience for our award-winning IGA and IAM platforms. Reporting to Global Customer support leadership, you will own the end-to-end strategy for orchestrating application and platform upgrades across hundreds of global enterprise customers resulting in a White Glove customer

experience. This high-impact role balances technical leadership with a customer-centric mission, ensuring that upgrades are predictable, low-risk, and seamlessly align with customer operations to ensure zero-disruption deployments. You will partner with internal teams to deliver seamless, zero-downtime upgrades that maintain constant business continuity for our

clients

Your primary focus will be transforming traditional maintenance into a world-class, automated operation. By partnering with Product and Engineering teams, you will develop an AI-driven framework to reduce complexity through pre-validation checks, automation, and customer self-service tools. You will establish a rigorous governance framework-including risk assessment,

rollback procedures, and incident response-to ensure 100% execution consistency and minimal downtime. By centralizing communication to customers, you will be putting the customer experience at the forefront of the upgrade experience. Success in this role is measured by elite performance across KPIs such as upgrade adoption rates, cycle time reduction, low Customer effort associated with upgrades and post-upgrade customer satisfaction.

As a global leader, you will navigate cross-functional complexities with skillful negotiation and influence, aligning teams across Sales, Success, and Operations to deliver a unified message. This is a coverage-based leadership role requiring the flexibility to manage events across various shift timings, including weekends, to meet the needs of our global business. If you are a strategic orchestrator who thrives at the intersection of Cloud Operations and Customer Experience, driving the next generation of SaaS innovation.

WHAT YOU WILL DO:

* Lead a global upgrade program responsible for orchestrating application upgrades across hundreds of enterprise customers.

* Own customer upgrade planning and customer communication for Strategic and selectcustomers as designated

* Own the end-to-end strategy for application upgrades, and Hotfixes in all customer environments (Dev, QA, Production and any other), ensuringupgrades are predictable, low-risk, and aligned with product release cycles.

* Establish a structured upgrade governance framework including pre-upgradechecklist, schedule communication, upgrade tracking and executive reporting.

* Implement a clear, high-touch communication strategy to selected customers that differentiates between Major release version upgrades and hotfixdeployments

* Collaborate and document the upgrade process/timelines for internalcollaboration and ongoing reporting to Saviynt teams.

* Implement context-specific scheduling for customers based on business context,potential risks, customer onboarding roadmaps, and negotiate scheduling basedon risk-mitigation.

* Responsible for Root Cause Analysis and continuous improvement to theupgrade process.

* Drive Early Access and Beta release cycles, systematically capturing user feedback to identify, prioritize, and resolve issues before general availability launch.

* Build scalable processes and drive automation/AI to ensure upgrades are executedconsistently (on time and per schedule).

* Partner with Product and Engineering teams to develop an AI based framework, toreduce upgrade complexity through automation, standardization, and pre-validation checks.

* Assess and implement customer self-service tools to align with industry standards

* Develop upgrade roadmaps and ensure customers remain within supported versions ofthe platform. Plan for 2-3 version upgrades during the year.

* Define and report on monthly Platform Maintenance activities to ensure that customerinfrastructure is consistently up to date.

* Ensure customers receive clear, proactive communication regarding upcomingreleases, feature impacts, and upgrade windows.

* Lead customer-facing briefings for strategic enterprise accounts requiring complexupgrades.

* Establish rollback procedures, contingency planning, and incident responseframeworks for upgrade-related issues.

* Define and track KPIs such as:

*…