Senior Director, Customer Success - APJ

About the company

Saviynt provides an AI-driven identity security platform that helps organizations control and govern access for both people and non-human identities across applications, data, and business workflows. The platform is used to strengthen protection of digital assets, improve operating efficiency, and lower compliance expenses. With a focus on the AI era, Saviynt helps companies deploy and use AI more safely, and is known for its leadership in identity security across major brands, Fortune 500 organizations, and public sector institutions.

Role overview

The Senior Director of Customer Success will oversee a team of Enterprise Customer Success Managers and be accountable for driving loyalty, product adoption, and measurable business outcomes for customers in the APJ region. The role centers on understanding customer goals, identifying opportunities for growth, tracking health and performance, and coordinating remediation when issues arise. Success in this position should translate into stronger retention, higher expansion, and customers who are willing to advocate for Saviynt.

Key responsibilities

• Shape and run a Customer Success strategy that is directly tied to Saviynt's broader business priorities.
• Set team objectives and success measures that support satisfaction, retention, and revenue growth.
• Work closely with senior leadership so Customer Success programs align with company-wide goals.
• Manage, coach, and develop a strong team of managers and Customer Success professionals.
• Create a team environment that values collaboration, inclusion, and ongoing improvement.
• Provide regular guidance and development support to help team members grow in their roles.
• Build durable relationships with strategic customers and key stakeholders.
• Act as the senior escalation point for customer challenges and coordinate cross-functional resolution.
• Design proactive engagement programs that help customers succeed with the platform and related services.
• Improve Customer Success systems, processes, and tools so the function can scale efficiently, including a digital-first approach.
• Track customer health, usage, and success indicators to surface risks, trends, and opportunities.
• Ensure customer feedback is communicated effectively to product, marketing, and sales teams.
• Take ownership of renewal and expansion performance and ensure revenue targets are achieved or exceeded.
• Build strategies that improve renewals and uncover growth opportunities within the customer base.
• Partner with sales and finance teams to forecast renewals and expansion revenue accurately.
• Represent customer needs internally so they are reflected in product direction and company strategy.
• Identify opportunities to deepen customer adoption and increase value realization.
• Create and deliver enablement and training initiatives that improve product usage and adoption.

Requirements

• At least 12 years of experience in Customer Success or a closely related function.
• Minimum 4 years of leadership experience in a cybersecurity SaaS environment, with evidence of growth and churn reduction.
• Prior experience with Identity and Access Management is preferred; a cybersecurity or compliance background is also highly relevant.
• Strong understanding of cloud, hybrid, and on-premise IT environments and deployment approaches.
• Background in senior Customer Success leadership within a SaaS business is strongly preferred.
• Proven ability to build and lead high-performing Customer Success teams.
• Strong strategic judgment and problem-solving capability with a results-oriented mindset.
• Excellent verbal and written communication skills, plus the ability to influence and build trust with partners and internal teams.
• Experience using customer success tools such as Gainsight or comparable platforms.
• Comfort working in a fast-moving environment where priorities can change quickly.
• History of exceeding renewal and expansion goals.
• Willingness to complete security and privacy literacy training during onboarding and annually thereafter, if required.
• Willingness to review, understand, and follow information security and privacy policies and procedures, including data classification, retention and handling, incident response, business continuity/disaster recovery, mobile device, account management, access control, personnel security, and privacy policies, if required.

Additional information

This is a high-growth platform company focused on identity authority, with work that is intended to be challenging, rewarding, and tied directly to customer impact. The company emphasizes learning, resilience, and a positive workplace environment.

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.

Artificial intelligence tools may be used to assist parts of the hiring process, such as application review, resume analysis, or evaluating responses and identifying inconsistencies. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are made by people. Applicants may request more information about how their data is processed.

Compliance and policy obligations

If this role requires it, the employee must complete security and privacy awareness training at onboarding and then once every year. The employee must also review and comply with the company's information security and privacy policies and procedures, including but not limited to: Data Classification, Retention & Handling; Incident Response; Business Continuity/Disaster Recovery; Mobile Device; Account Management; Access Control; Personnel Security; and Privacy.