Senior Customer Success Manager; SMB Scaled Business

About the Role

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.

The Senior Customer Success Manager (Scale) will manage customer loyalty and adoption of Saviynt’s innovative products and services for our Scale business segment
, overseeing a portfolio of 35–38 accounts with annual recurring revenue (ARR) below $200k per account. Using our customers’ business objectives and priorities as the foundation, the Sr. CSM will be responsible for driving value‑based outcomes at scale by providing customer categorization, oversight, adoption recommendations, opportunities for increased service, and metrics analysis. In addition, the Sr. CSM will coordinate routine health checks and programmatic 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.

• 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 Scale customer segment and collect feedback to drive continuous improvement across all areas including product.

• 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…