Director of Customer Success – Identity Security
Saviynt
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • United States
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Job Level
Tech Stack
About the role
- 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 Syncro’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 Syncro’s products and services, driving mutual growth.
- Develop and execute partner training and enablement programs to maximize product adoption and value realization.
Requirements
- 8+ 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
Benefits
- Medical, Dental, Vision, Life Insurance
- 401K
- Unlimited PTO
- Sick Time
- Holiday Parties
- Daily Catered Lunches
- Employee Recognition Programs
- Team Socials
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Success strategyKPI developmentpartner satisfactionpartner retentionpartner growthIdentity and Access Management (IAM)cloud IT architecturehybrid IT architectureon-premise IT architectureSaaS industry experience
Soft Skills
leadershipmentoringcollaborationcoachingrelationship buildingstrategic thinkingproblem-solvingcommunicationinterpersonal skillsadaptability