Senior Director of Customer Success - APJ

About Saviynt

Saviynt delivers an AI-driven identity platform designed to secure and govern both human and non-human access across organizations’ applications, data, and business workflows. Trusted by leading brands, Fortune 500 firms, and government bodies, Saviynt drives operational efficiency, reduces compliance expenses, and safeguards digital assets. Positioned as a leader in identity security, Saviynt is at the forefront of accelerating AI deployment and adoption.

Position Overview

The Senior Director of Customer Success will head the Enterprise Customer Success Managers team. This role involves managing customer engagement, loyalty, and adoption of Saviynt’s innovative offerings by aligning with clients’ business objectives. Success in this position demands providing strategic customer oversight, adoption insights, service expansion opportunities, and analyzing performance metrics. Key duties include conducting health checks and coordinating solutions to help clients meet their goals, ultimately boosting satisfaction, retention, and revenue growth linked to client advocacy.

Key Responsibilities

• Formulate and implement a Customer Success strategy aligned with Saviynt's corporate goals.
• Set measurable objectives and KPIs to enhance partner satisfaction, retention, and revenue growth.
• Collaborate with senior executives to ensure synchronization of customer success efforts with company strategies.
• Lead and mentor a high-performance Partner Success team, fostering a culture of collaboration, inclusion, and continual improvement.
• Develop team skills through coaching and professional growth opportunities.
• Maintain strong, lasting relationships with critical partners and serve as an escalation point to resolve partner issues in collaboration with internal departments.
• Design proactive engagement and support programs to ensure partner success with Saviynt’s solutions.
• Optimize customer success processes and digital tools for scalable and efficient operations.
• Analyze partner metrics to identify patterns, risks, and growth opportunities.
• Communicate partner feedback effectively to product, marketing, and sales to drive improvements.
• Manage renewal and expansion goals to meet and exceed revenue targets.
• Strategize to maximize contract renewals and uncover upselling potential within existing clients.
• Work with sales and finance for accurate revenue forecasting.
• Act as an internal advocate for partners, influencing product development and corporate strategy.
• Identify opportunities for partners to increase usage of Saviynt products and services, supporting mutual growth.
• Develop and manage partner training and enablement programs to maximize adoption and value.

Candidate Profile

• Over 12 years’ experience in Customer Success or related domains, with at least 4 years in leadership roles at cybersecurity SaaS companies.
• Demonstrated success in reducing churn and driving growth.
• Preferred background in Identity and Access Management (IAM), cybersecurity, or compliance.
• Comprehensive understanding of cloud, hybrid, and on-premise IT infrastructures and deployment models.
• Experienced in leading and building elite Customer Success teams within SaaS environments.
• Strong strategic problem-solving and result-oriented skills.
• Excellent interpersonal and communication abilities, adept at managing partner and internal stakeholder relationships.
• Familiarity with customer success management platforms such as Gainsight or equivalents.
• Ability to adapt to fast-paced, changing environments.
• Proven record in surpassing renewal and expansion objectives.

Additional Information and Requirements

• Completion of security and privacy training during onboarding and annually.
• Ongoing compliance with information security and privacy policies such as data classification, incident response, business continuity, device management, account and access control, personnel security, and privacy policies.

Why Work at Saviynt

Saviynt offers dynamic growth opportunities within a high-growth Platform as a Service company focused on identity authority. Employees enjoy stimulating challenges with direct impact on customers in a supportive and positive environment. The organization champions resilience and adaptability, providing an inclusive workspace that values diversity and equal opportunity regardless of race, gender, religion, or veteran status.

Use of AI in Recruitment

Saviynt employs AI tools to augment hiring processes such as application reviews and resume analysis. These tools support but do not replace human judgment, with final hiring decisions made by humans. Candidates may request information on data processing practices.