Lead and grow an APJ Customer Success organization to drive partner adoption, retention, renewals, and expansion for Saviynt's identity security platform. Set strategy and KPIs, coach managers and CSMs, oversee operational processes and tooling, monitor health metrics, resolve escalations, and advocate partner feedback cross-functionally to improve product, adoption, and revenue outcomes.
Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com.
The Senior Director of Customer Success will lead a team of Enterprise Customer Success Managers. manage customer loyalty and adoption of Saviynt’s innovative products and services using 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 routine 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 BE DOING
- Develop and execute a comprehensive Customer Success strategy aligned with Saviynt s business objectives.
- Establish clear goals and KPIs for the Customer Success team to drive partner satisfaction, retention, and growth.
- Collaborate with executive leadership to ensure Customer Success initiatives support overall company strategy and goals.
- Lead, mentor, and grow a high-performing Partner Success team, including managers and PSMs.
- Foster a collaborative and inclusive team culture focused on continuous improvement and partner advocacy.
- Provide regular coaching and professional development opportunities to team members.
- Build and maintain strong, long-lasting relationships with key partners.
- Serve as an escalation point for partner issues and work cross-functionally to drive resolution.
- Develop and implement programs to proactively engage and support partners, ensuring their success with Saviynt’s products and services.
- Oversee the implementation and optimization of Customer Success processes and tools to ensure scalability and efficiency, especially as it relates to a digital first approach to customer success.
- Monitor and analyze partner success metrics to identify trends, risks, and opportunities.
- Ensure consistent and effective communication of customer feedback to product, marketing, and sales teams to drive continuous improvement.
- Own and drive the renewal and expansion numbers, ensuring that revenue goals are met and exceeded.
- Develop strategies to maximize renewals and identify opportunities for expansion within the partner base.
- Collaborate with sales and finance teams to accurately forecast renewals and expansion revenue.
- Advocate for partners internally, ensuring their needs and feedback are prioritized in product development and strategy.
- Identify opportunities for partners to expand their use of Saviynt's products and services, driving mutual growth.
- Develop and execute partner training and enablement programs to maximize product adoption and value realization.
Strategic Leadership:
Team Management and Development:
Customer Relationship Management:
Operational Excellence:
Retention, Renewal and Expansion Ownership:
Partner Advocacy and Growth:
WHAT YOU BRING
- 12+ years of experience in Customer Success or related roles
- 4+ years in a leadership role within a cybersecurity SaaS company, demonstrating a proven track record of driving growth and reducing churn
- Knowledge and experience in Identity and Access Management (IAM) preferred; cybersecurity and/or compliance background also very valuable.
- Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models.
- Proven experience in a senior Customer Success leadership role, ideally within the SaaS industry.
- Demonstrated success in building and leading high-performing Customer Success teams.
- Strong strategic thinking and problem-solving skills, with a track record of driving results.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with partners and internal stakeholders.
- Experience with customer success platforms such as Gainsight, or similar tools.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Proven track record of owning and exceeding renewal and expansion targets
Join us and be a pivotal leader in shaping the future of Identity Access/Identity Governance, driving excellence, and fostering strong client relationships.
If required for this role, you will:
- Complete security & privacy literacy and awareness training during onboarding and annually thereafter
- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):
> Data Classification, Retention & Handling Policy
> Incident Response Policy/Procedures
> Business Continuity/Disaster Recovery Policy/Procedures
> Mobile Device Policy
> Account Management Policy
> Access Control Policy
> Personnel Security Policy
> Privacy Policy
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 which 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.
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