Customer Success Manager

• Serve as the primary point of contact and advocate for assigned customers.
• Collaborate with the Sales team to ensure a seamless and customer-focused sales, orientation, and launch engagement process.
• Cultivate strong relationships with customer stakeholders, up to the C-level executives.
• Develop a deep understanding of each customer’s identity and access governance landscape and their unique business challenges, providing expert advice on potential solutions leveraging the Saviynt product suite.
• Build and maintain trusting relationships with customers and executive sponsors to drive product adoption and ensure they achieve full business value from their Saviynt investment.
• Partner effectively with internal Saviynt teams, including Product Development and Support, to align product roadmaps and support activities with the customer's business case and strategic objectives.
• Represent the voice of the customer in internal prioritization processes, advocating for their needs and ensuring their perspective is considered.
• Proactively prepare for critical customer events such as go-lives and product releases, ensuring smooth transitions and minimizing potential disruptions.
• Develop and maintain accurate account plans and comprehensive success plans for each customer within your portfolio, outlining key objectives and strategies for achieving them.
• Develop and diligently monitor key performance indicators (KPIs) related to customer success, conducting monthly reviews to identify necessary corrective actions and ensure progress towards goals.
• Monitor and analyze customer utilization trends, providing proactive recommendations based on identified risks and the evolving needs of our customers.
• Plan and deliver educational initiatives for customers on new product features and releases, maximizing their understanding and adoption of new capabilities.
• Manage the renewal pipeline for your assigned customers, identifying and mitigating potential at-risk accounts to ensure successful and timely renewals.
• Provide assistance with the management of delivery projects, ensuring alignment with customer expectations and successful outcomes.
• Contribute to transformation and process improvement initiatives across the organization, enhancing efficiency and effectiveness in our customer engagement strategies.
• Act as the voice of the customer, actively collecting feedback and channeling it to relevant internal teams to drive continuous improvement across all areas, including product development and service delivery.

• Manage and nurture our community of customers in the GCC region as well as APACi, ensuring their success and satisfaction with our products or services.
• Build, grow and maintain a bustling community through proactive engagement, both on and off-line.
• Facilitate collaborative discussions, Q&A sessions, product workshops and feedback forums.
• Understand customers' critical business needs, goals, pain-points and success criteria.
• Identify and generate advocates across your customer base to become involved in testimonials, case-studies and award certificates.
• Monitor customer health metrics such as usage patterns, satisfaction scores, etc.
• Work closely across multiple teams including sales, marketing & product development to ensure customer success.

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Customer Success Manager

Customer Success Manager – MENA, APAC