Senior Customer Success Manager (SMB Scaled Business)

Senior Customer Success Manager (SMB Scaled Business)

El Segundo, CA / Seattle / Portland / Remote California / Washington / Oregon

Expert Services - Customer Success /

Full-Time /

Remote

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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. For more information, please visit www.saviynt.com.

The Senior Customer Success Manager (SMB Scaled) will manage customer loyalty and adoption of Saviynt's innovative products and services for our SMB Scaled 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.

WHAT YOU WILL BE DOING

• 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.

WHAT YOU BRING

• 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

$165,000 - $195,000 a year

You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

If required for this role, you will

• Complete security & privacy literacy and awareness training during onboarding and annually thereafter
• Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):

Data Classification, Retention & Handling Policy

Incident Response Policy/Procedures

Business Continuity/Disaster Recovery Policy/Procedures

Mobile Device Policy

Account Management Policy

Access Control Policy

Personnel Security Policy

Privacy Policy

Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment.

If you're resilient and enjoy working in a dynamic environment you belong with us!

Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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Skills

Access Control, Analysis Skills, Artificial Intelligence (AI), Business Skills, Business Strategy, Campaigns, Computer Science, Continuous Improvement, Corporate Identity, Cost Control, Cross-Functional, Cross-Selling, Customer Acquisition, Customer Relations, Customer Relationship Management (CRM), Customer Retention/Renewal, Customer Support/Service, Customer/Client Research, Disaster Recovery, Fortune 500 Customers, Government, Hybrid Cloud, Identity Data Management, Incident Response, Information Architecture, Information/Data Security (InfoSec), Internet Security, Investment Management, Life Insurance, Literacy, Market Segmentation, Metrics, Mobile Devices, Onboarding, Operational Strategy, Plan Meetings, Platform as a Service (PaaS), Privacy Controls, Process Improvement, Professional Services, Relationship Management, Resolve Customer Issues, Resource Utilization, Sales, Sales Management, Security Policy, Software as a Service (SaaS), Staff Policies, Team Player, Training/Teaching, Trend Analysis, Up-Selling, Use Cases, Vision Plan, Webinar

About the Company

Saviynt Inc