Senior Customer Success Manager (SMB Scaled Business)

Saviynt is a high-growth company focused on AI-powered identity management solutions, recognized for its leadership in identity security. The Senior Customer Success Manager (SMB Scaled) will oversee a portfolio of 35-38 accounts, driving customer loyalty and adoption through value-based outcomes, health checks, and programmatic remediation.

Responsibilities:

• 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
• 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
• Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process
• 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
• 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
• 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
• Communicate with implementation Partners supporting Saviynt customers and seek opportunities to improve outcomes and relationships in the context of customer adoption
• 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
• Act as the voice of the SMB Scaled customer segment and collect feedback to drive continuous improvement across all areas including product

Requirements:

• Bachelor's degree in computer science, engineering, or a related field
• Knowledge and experience in Identity and Access Management (IAM) is valuable; a cybersecurity and/or compliance background is also very valuable
• Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models
• 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
• 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
• Tenacious desire to see customers succeed and thrive
• Previous experience within a fast-paced, growing SaaS organization
• Demonstrated ability to manage customer relationships and work through potentially difficult challenges to achieve positive outcomes at scale
• Cheerful willingness to be a hands-on contributor and stay detail-focused while maintaining an outcome-based perspective across a high volume of accounts
• Experience in process improvement, decision-making, planning, analysis, and service excellence
• Available to customers via Zoom during North America (Pacific) hours