Customer Success Manager

We are seeking a dynamic and experienced Customer Success Manager to cultivate  customer loyalty and drive the adoption of Saviynt’s innovative services and products. In  this role, you will align our o;erings with our customers’ business objectives and priorities,  acting as a trusted advisor to ensure their success. You will be responsible for providing  customer advisory services, o;ering strategic adoption recommendations, identifying  opportunities for increased service engagement, and leveraging metrics analysis to guide  customer outcomes. Success in this role translates to heightened customer satisfaction,  improved retention rates, and the expansion of Saviynt’s business footprint.

Serve as the primary point of contact and advocate for assigned customers.

Collaborate with the Sales team to ensure a seamless and customer-focused sales,  orientation, and launch engagement process.

Cultivate strong relationships with customer stakeholders, up to the C-level  executives.

Develop a deep understanding of each customer’s identity and access governance  landscape and their unique business challenges, providing expert advice on  potential solutions leveraging the Saviynt product suite.

Build and maintain trusting relationships with customers and executive sponsors to  drive product adoption and ensure they achieve full business value from their  Saviynt investment.

Partner effectively with internal Saviynt teams, including Product Development and  Support, to align product roadmaps and support activities with the customer's  business case and strategic objectives.

Represent the voice of the customer in internal prioritization processes, advocating  for their needs and ensuring their perspective is considered.

Proactively prepare for critical customer events such as go-lives and product  releases, ensuring smooth transitions and minimizing potential disruptions.

Develop and maintain accurate account plans and comprehensive success plans  for each customer within your portfolio, outlining key objectives and strategies for  achieving them.

Develop and diligently monitor key performance indicators (KPIs) related to  customer success, conducting monthly reviews to identify necessary corrective  actions and ensure progress towards goals.

Monitor and analyze customer utilization trends, providing proactive recommendations based on identified risks and the evolving needs of our  customers.

Plan and deliver educational initiatives for customers on new product features and  releases, maximizing their understanding and adoption of new capabilities.

Manage the renewal pipeline for your assigned customers, identifying and mitigating  potential at-risk accounts to ensure successful and timely renewals.

Provide assistance with the management of delivery projects, ensuring alignment  with customer expectations and successful outcomes.

Contribute to transformation and process improvement initiatives across the  organization, enhancing efficiency and effectiveness in our customer engagement  strategies.

Act as the voice of the customer, actively collecting feedback and channeling it to  relevant internal teams to drive continuous improvement across all areas, including  product development and service delivery.

Demonstrated knowledge and practical experience in Identity and Access  Management (IAM) is essential; a background in cybersecurity and/or compliance is  highly valued.

Preference for candidates who have served as Identity Security practitioners in  previous roles.

A proactive and solution-oriented "can-do" attitude is crucial.

Previous experience in a Customer Success or Application Portfolio Management  role within a SaaS organization is highly desirable.

Hands-on knowledge and practical experience in the Identity and Access  Management (IAM) and broader Security space.

Strong understanding of cloud architecture as well as on-premise IT landscapes and  their integration with cloud services.

Extensive experience in consulting and the implementation of IT systems, preferably  cloud services and/or identity management solutions.

Knowledge of relevant security and compliance requirements and frameworks.

Willingness to be a hands-on contributor, actively engaging in problem-solving and  customer support.

Excellent communication skills, including the ability to effectively track issues,  manage triage processes, and navigate crisis situations.

A strong team player mentality with a collaborative approach to problem-solving  and customer success.

Experience in Process Improvement methodologies, e;ective Decision Making,  adept at Managing Processes, strong Planning abilities, skilled at Analysing  Information, experience Developing Standards, and a commitment to Service  Excellence.

Proactive mindset with a strong ability to anticipate potential challenges ("what could-go-wrong") and develop mitigation strategies ("how-to-avoid-it").

Willingness to travel up to 20% as required to engage with customers on-site

Our ideal candidate would speak fluent French or German.

- 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