Senior Customer Success Manager – SMB Scaled Business

Saviynt

Senior Customer Success Manager managing customer loyalty and adoption across SMB accounts. Overseeing a portfolio of 35–38 accounts and driving value-based outcomes with Saviynt's identity platform.

Posted 6/3/2026full-timeRemote • California • 🇺🇸 United StatesSenior💰 $165,000 - $195,000 per yearWebsite

Tech Stack

Tools & technologies

CloudCyber Security

About the role

Key responsibilities & impact

Portfolio Management: Serve as the primary point of contact for a dedicated portfolio of 35–38 Scaled accounts (under $200k ARR) post-implementation, successfully balancing 1-to-many programmatic initiatives with targeted high-impact 1-to-1 engagements.
Retention & Renewal: Manage the subscription renewal pipeline for your assigned portfolio and maintain close cognizance of customer health in order to proactively eliminate barriers to adoption and value.
Sales Collaboration: Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process.
Account Expansion: Develop deep, trusting relationships with customer key personnel and larger teams to efficiently seek and develop up-sell / cross-sell opportunities across a high-velocity account base.
Cross-Functional Coordination: Coordinate and conduct meetings between customers and Saviynt cross-functional teams to solve problems and advance customer adoption; ensure post-meeting follow-ups and action-item completion.
Data-Driven Insights: Monitor and identify product utilization trends across your portfolio, providing feedback to Saviynt cross-functional teams to support continuous improvement -- finding ways to better support customer use cases and corporate identity strategies.
Partner Alignment: Communicate with implementation Partners supporting Saviynt customers and seek opportunities to improve outcomes and relationships in the context of customer adoption.
Scaled Enablement: Plan and deliver education for customers on new features and releases, leveraging webinars, automated campaigns, and digital enablement channels to effectively reach your full portfolio.
Customer Advocacy: Act as the voice of the SMB Scaled customer segment and collect feedback to drive continuous improvement across all areas including product.

Requirements

What you’ll need

Education: Bachelor's degree in computer science, engineering, or a related field.
Domain Expertise: Knowledge and experience in Identity and Access Management (IAM) is valuable; a cybersecurity and/or compliance background is also very valuable.
Technical Savvy: Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models.
Communication: History of being able to understand technical and complex software environments and bridge the gap in terms of communicating those concepts in language meaningful to the business; similarly, being able to translate business needs to potential technical solutions.
Experience: 12+ years of experience in customer-facing roles including customer success management, account management, or Professional Services for complex software implementations. Proven experience managing a high-velocity, scaled portfolio (30+ accounts) in the sub-$200k ARR segment is highly preferred.
Drive: Tenacious desire to see customers succeed and thrive.
SaaS Background: Previous experience within a fast-paced, growing SaaS organization.
Relationship Management: Demonstrated ability to manage customer relationships and work through potentially difficult challenges to achieve positive outcomes at scale.
Mindset: Cheerful willingness to be a hands-on contributor and stay detail-focused while maintaining an outcome-based perspective across a high volume of accounts.
Execution: Experience in process improvement, decision-making, planning, analysis, and service excellence.
Availability: Available to customers via Zoom during North America (Pacific) hours.

Benefits

Comp & perks

Medical, Dental, Vision, Life Insurance
401K
Unlimited PTO
Sick Time
Holiday Parties
Daily Catered Lunches
Employee Recognition Programs
Team Socials

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Identity and Access Management (IAM)cloud IT architecturehybrid IT architectureon-premise IT architectureSaaSprocess improvementdecision-makingplanninganalysisservice excellence

Soft Skills

customer success managementrelationship managementcommunicationproblem-solvingexecutiondrivetenacitydetail-orientedoutcome-based perspectivecollaboration