Customer Success Manager

About the company

Saviynt is an AI-driven identity security platform that helps organizations control and govern access for both human and non-human users across applications, data, and business workflows. The platform is used to strengthen digital protection, improve operational efficiency, lower compliance expenses, and support safer AI adoption. Saviynt is known for serving major global brands, Fortune 500 enterprises, and public-sector institutions.

Role overview

The Customer Success Manager will play a key role in building customer loyalty, increasing adoption of Saviynt’s solutions, and ensuring clients achieve measurable value from their investment. This position acts as a trusted advisor, aligning the company’s offerings with customer priorities, guiding adoption strategy, spotting opportunities to expand engagement, and using performance metrics to shape outcomes. Strong performance in this role should lead to higher satisfaction, stronger retention, and broader business growth.

Key responsibilities

• Act as the main contact and customer champion for the accounts assigned to you.
• Work closely with the Sales team to create a smooth handoff through sale completion, onboarding, and launch activities.
• Develop and sustain trusted relationships with customer stakeholders, including senior and C-level leaders.
• Understand each client’s identity and access governance environment and business challenges, then recommend practical solutions using the Saviynt product set.
• Strengthen customer and executive sponsor relationships to encourage adoption and help customers realize full value from their Saviynt investment.
• Coordinate with internal teams such as Product Development and Support to ensure product direction and support efforts match customer goals.
• Represent customer interests in internal planning and prioritization discussions.
• Prepare customers for major milestones such as go-lives and product releases, helping transitions run smoothly and reducing disruption.
• Create and keep current account plans and success plans that define goals, actions, and success measures.
• Track customer success KPIs, run monthly reviews, and identify corrective steps where needed.
• Review usage patterns and trends, then suggest proactive actions based on risks and changing customer needs.
• Organize customer education sessions on new features and releases to improve understanding and adoption.
• Oversee the renewal pipeline for assigned accounts and work to reduce renewal risk.
• Support delivery projects when needed to ensure customer expectations are met and outcomes are successful.
• Contribute to company-wide transformation and process improvement efforts.
• Collect customer feedback and route it to the appropriate internal teams to support continuous improvement in product and service delivery.

Requirements

• Strong hands-on knowledge of Identity and Access Management is required; experience in cybersecurity or compliance is an added advantage.
• Prior work as an identity security practitioner is preferred.
• A proactive, practical, and solution-focused mindset is essential.
• Experience in Customer Success or Application Portfolio Management within a SaaS company is highly desirable.
• Direct experience in IAM and the broader security domain is important.
• Good understanding of cloud architecture, on-premise IT environments, and integration with cloud services.
• Substantial experience in consulting and implementing IT systems, especially cloud-based or identity management solutions, is preferred.
• Knowledge of security and compliance standards and frameworks is required.
• Comfort with hands-on work, including troubleshooting and customer support.
• Strong communication skills, including the ability to manage issues, triage work, and handle crisis situations effectively.
• Collaborative team mindset with a focus on shared problem-solving and customer outcomes.
• Experience with process improvement, decision-making, planning, analysis, standard development, and service excellence.
• Ability to think ahead, identify potential risks, and plan mitigation steps.
• Willingness to travel up to 20% as needed for customer meetings.
• Fluency in French or German is ideal.
• Required onboarding and annual completion of security and privacy literacy awareness training, if applicable.
• Ongoing responsibility to review and follow information security and privacy policies and procedures, including data classification, retention and handling; incident response; business continuity and disaster recovery; mobile devices; account management; access control; personnel security; and privacy policies.

Work environment

This is a high-growth Platform as a Service environment with a strong focus on identity authority, customer impact, and professional development. The role offers challenging work, significant learning opportunities, and a positive team culture. The company values resilience, adaptability, and collaboration.

Equal opportunity and hiring notice

Saviynt is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. The hiring process may use artificial intelligence tools to help review applications, analyze resumes, and identify potential inconsistencies, but final decisions are made by people. Applicants may contact the company for details about how their data is processed.