IAM/IGA Customer Success Manager
Posted on 9/5/2023

501-1,000 employees

Identify management company
Remote in USA
Experience Level
Desired Skills
Sales & Account Management
Customer Success & Support
  • Knowledge and experience in Identity and Access Management (IAM) required; cybersecurity and/or compliance background 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
  • Extensive experience in customer success management/account management for complex software implementations with Fortune 500 / Global 1000 companies across a variety of industries
  • Tenacious desire to see customers succeed and thrive
  • Previous experience within a customer success role within a SaaS organization
  • Demonstrated ability to manage customer relationships and work through potentially difficult challenges to achieve positive outcomes
  • Cheerful willingness to be a hands-on contributor and stay detail-focused while maintaining an outcome-based perspective
  • Experience in process improvement, decision-making, planning, analysis, and service excellence
  • Available to travel up to 70%
  • Serve as the primary point of contact for customers after implementation
  • Manage the subscription renewal pipeline and maintain 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 a deep, trusting relationship with customer key personnel and larger teams to seek and develop up-sell / cross-sell opportunities
  • 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, 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 education for customers on new features and releases
  • Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product