Senior Support Account Manager

Role Overview

• Act as the primary strategic advisor for C-suite and IAM leadership, aligning Saviynt’s PAM capabilities with the customer’s overarching security and compliance goals.
• Proactively manage the subscription renewal pipeline, identifying and mitigating "at-risk" indicators (low usage, technical debt, or stakeholder turnover) at least 6–9 months in advance.
• Lead data-driven QBRs that move beyond "support ticket updates" to demonstrate ROI, security posture improvements, and progress against the customer’s success roadmap.
• Guide customers through the PAM maturity curve—moving them from basic password vaulting to advanced features like Just-in-Time (JIT) access, session monitoring, and governance-driven elevation.
• Translate complex customer requirements and "pain points" into structured feedback for Product and Engineering to influence the Saviynt roadmap.
• Drive the customer experience and improve the Net Promoter score for assigned accounts.
• Partner with Sales to identify "white space" opportunities, driving Net Revenue Retention (NRR) by uncovering new use cases or departments that need PAM coverage.
• Serve as the senior point of contact for critical technical issues, coordinating cross-functionally with Support, Engineering, and DevOps to ensure rapid resolution and root-cause transparency.
• Collaborate with customers to plan and execute seamless upgrades, ensuring they stay current with the latest SaaS features and security patches.
• Advise customers on integrating Saviynt PAM with their existing security stack (SIEM, IGA, ServiceNow) to maximize the "Identity-Centered" security approach.
• Identify and nurture "Power Users" to serve as brand ambassadors, case study participants, and peer references for prospective Saviynt customers.
• Coordinate with implementation partners (SIs) to ensure a smooth transition from "Go-Live" to "Run State," ensuring the customer never loses momentum post-deployment.

Requirements

• Minimum 8+ years in customer-facing roles (TAM, CSM, Account Management, or Professional Services) with 2+ mandatory, deep experience in Privileged Access Management (PAM) and Identity Governance (IGA).
• Proven ability to navigate complex Cloud, Hybrid, and On-Premise IT architectures. Relevant certifications (CISSP, CISM, or Saviynt-specific) are highly preferred.
• A documented track record of successfully managing a portfolio of 25–30 enterprise accounts simultaneously without compromising quality or white-glove service.
• Bachelor’s degree in Computer Science, Cybersecurity, Information Systems, or a related technical field.
• Proven success in driving Net Revenue Retention (NRR). You must have experience identifying expansion opportunities and managing the end-to-end renewal pipeline.
• Ability to translate complex technical PAM configurations into Business Value for CISOs and IT Executives. You don't just talk about features; you talk about risk reduction and compliance.
• History of turning frustrated or stagnant implementations into high-value, referencable brand ambassadors.
• Ability to diagnose high-pressure technical issues and orchestrate cross-functional teams (Engineering, Product, Sales) to reach a resolution.
• This is a high-impact, non-8-to-5 role. You possess the flexibility and passion to support global customers across multiple time zones and cultures.
• Expert at analyzing health metrics and customer feedback to identify churn risks early and build proactive save plans.
• Exceptional verbal and written communication skills with the empathy of a partner and the authority of an expert.
• A no task is too small attitude. You are comfortable diving into the details of a technical environment while keeping your eyes on the customer’s long-term success.
• Demonstrated ability to remain calm and professional during difficult customer escalations, turning challenges into opportunities for partnership.

Tech Stack

• Cloud
• Cyber Security
• ServiceNow
• Go