Senior Customer Success Manager (Scale Business)
TLDR
Manage a portfolio of 35–38 scale accounts under $200k ARR, driving value-based outcomes and proactive health checks.
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 (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.
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 Scale customer segment and collect feedback to drive continuous improvement across all areas including product.
WHAT YOU BRING
Benefits
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.
Benefits
Equity Compensation
401K
Daily catered lunches
Health Insurance
Medical, Dental, Vision, Life Insurance
Discretionary bonus plan
Paid Time Off
Sick Time
Remote-Friendly
Fully remote role
Saviynt builds an AI-powered identity platform that helps organizations manage access to their applications and data securely. Targeting businesses looking for robust identity governance and access management solutions, Saviynt differentiates itself by combining transparency with innovative security measures, ensuring clients can trust their vital security architecture.
- Founded
- Founded 2010
- Employees
- 500+ employees
- Industry
- Internet Software & Services
- Total raised
- $40M raised