Scaled Customer Success Manager
Remote US
Expert Services – Customer Success /
Remote
Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.
The Scaled Customer Success Manager (CSM) will manage customer loyalty and adoption of Saviynt’s innovative products and services using a scaled approach with our customers’ business objectives and priorities as the foundation of the work they perform. The CSM will be responsible for driving value-based outcomes by providing customer categorization, oversight, adoption recommendations, opportunities for increased service, and metrics analysis. In addition, the CSM will perform periodic health checks and coordinate any required 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 ACHIEVE:
- Drive adoption and expansion for Saviynt’s Converged Identity platform that provides real identity security.
- Help build the foundations of a Scaled Customer Success model at Saviynt.
- Meaningfully shape our future product: As you engage with customers, you'll gain insights to help us serve them better — and work with the product team to inform what we do next.
WHAT YOU WILL BE DOING:
- Support a large portfolio of customers.
- Implement end-to-end scaled programs for onboarding, adoption, renewal and expansion outcomes.
- Familiarize yourself with the full suite of Saviynt’s products, business benefits to our customers and utilize that knowledge to help identify opportunities to increase new product awareness and adoption, increase product utilization and overall product value.
- Build and deliver webinars tailored to those segments of Saviynt’s customers.
- Utilize customer data, to identify trends, that allow us to create targeted engagement campaigns and associated playbooks for customers at different spots in their journey with us.
- Advocates for the needs of our customers to other teams within Saviynt.
- Partners with Sales, Product, Marketing and other Saviynt teams to become a key asset in helping grow our business with the customers.
- Successfully identifies and implements strategies for retaining “at risk” customers.
- Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers.
- Work cross functionally with other implementation partners to ensure strong adoption of Saviynt’s products.
- Identify and target strategic customers to engage with in order to drive up monthly active users and seat expansion.
- Proactively identify customers who aren’t maximizing their opportunity with Saviynt and reach out to create an action plan to help them achieve success.
- Inform and influence our overall growth strategy.
WHAT YOU BRING:
- 5+ years experience at a fast growing software company.
- Bachelor’s degree Have a track record of success in your current Customer Success or Account Management role.
- Experience of managing a large volume of accounts.
- Strong intrinsic motivation to be a top performer and contribute to a team.
- Experience with SalesForce and Customer Success tooling (Gainsight, churn zero, etc.)
- High sense of urgency.
- Handles high stress interactions and situations and is able to de-escalate appropriately using empathy.
- Strong communication skills with peers as well as clients, both oral as well as written.
- Ability to work as a team member with limited supervision.
- Time management and completion of tasks to a definite deadline.
- Excellent analytical skills to accurately assess and respond to customers at scale.
Nice To Have:
- You've built Customer Success playbooks or processes.
- You have experience in scaled program management, or building campaigns in Outreach.
- You have experience using Saviynt’s product(s).
- You are curious about data and insights, and have used Salesforce and Gainsight/Churnzero or other customer success tools before.
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 that 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.
