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.

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, ensuring a White Glove customer experience. This high‑impact role balances technical leadership with a customer‑centric mission, ensuring upgrades are predictable, low‑risk, and seamlessly align with customer operations for zero‑disruption deployments.

You will partner with internal teams to deliver seamless, zero‑downtime upgrades that maintain constant business continuity for our clients.

• Lead a global upgrade program responsible for orchestrating application upgrades across hundreds of enterprise customers.
• Own customer upgrade planning and communication for strategic and select customers.
• Own the end‑to‑end strategy for application upgrades and hotfixes in all customer environments, ensuring upgrades are predictable, low‑risk, and aligned with product release cycles.
• Establish a structured upgrade governance framework including pre‑upgrade checklists, schedule communication, upgrade tracking, and executive reporting.
• Implement a clear, high‑touch communication strategy to differentiate between major release version upgrades and hotfix deployments.
• Collaborate and document the upgrade process and timelines for internal collaboration and ongoing reporting to Saviynt teams.
• Implement context‑specific scheduling for customers based on business context, potential risks, customer onboarding roadmaps, and negotiate scheduling based on risk mitigation.
• Responsible for root cause analysis and continuous improvement of the upgrade 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 executed consistently (on time and per schedule).
• Partner with Product and Engineering teams to develop an AI‑based framework to reduce 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 of the platform, planning for 2–3 version upgrades during the year.
• Define and report on monthly platform maintenance activities to ensure customer infrastructure is consistently up to date.
• Ensure customers receive clear, proactive communication regarding upcoming releases, feature impacts, and upgrade windows.
• Lead customer‑facing briefings for strategic enterprise accounts requiring complex upgrades.
• Establish rollback procedures, contingency planning, and incident response frameworks for upgrade‑related issues.
• Define and track KPIs such as customer NPS and upgrade satisfaction, upgrade success rate, upgrade cycle time, customer upgrade adoption rate, post‑upgrade customer satisfaction, and upgrade‑related incident rates.
• Present executive‑level reporting on upgrade readiness, risks, and outcomes.
• Lead post‑upgrade reviews and implement continuous improvement initiatives.
• Manage technical projects as assigned.
• Work with cross‑organizational teams to build seamless partnerships throughout support, sales, engineering, and other organizations within Saviynt.
• Negotiate and influence skillfully with cross‑functional groups to resolve key issues.

• 10+ years of related work…