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Customer Success Manager - IAM/IGA - UK

Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.


The Customer Success Manager (IAM Practitioner) will manage customer loyalty and adoption of Saviynt’s innovative services and products using our customers’ business objectives and priorities as the key driver. The Customer Success Manager will be responsible for driving customer success by providing customer advisory, adoption recommendations, opportunities for increased service and metrics analysis. The success of this role means higher customer happiness, retention, and expansion of Saviynt’s business.



WHAT YOU WILL BE DOING
  • Serve as the primary point of contact for customers.
  • Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process.
  • Develop excellent relationship up to customer’s C-level executives.
  • Develop a deep understanding of customer’s identity and access governance landscape and business challenges and advise on possible solutions delivered by the Saviynt product.
  • Develop trusting relationship with customers and executive sponsors to drive product adoption and ensure they achieve full business value.
  • Partner with internal Saviynt teams to align product development and support activities with the customer's business case and strategy.
  • Represent the customer in internal prioritization process.
  • Proactive preparation for important events (go-lives, releases, etc..)
  • Develop and maintain an accurate account plan / success plan for each customer in the portfolio.
  • Develop and monitor key performance indicators and review monthly for necessary corrective actions.
  • Monitor and identify utilization trends, provide recommendations based on risk and customers’ needs.
  • Plan education for customers on new features and releases.
  • Manage renewal pipeline including potential at-risk customers to remediate and ensure a successful renewal.
  • Assist with the management of delivery projects.
  • Assist with transformation and process improvements across the organization.
  • Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.


WHAT YOU BRING
  • Knowledge and experience in Identity and Access Management (IAM) required; cybersecurity and/or compliance background also very valuable.
  • Identity Security practitioner preferred
  • Have a can-do attitude.
  • Previous experience within a customer success OR application portfolio management role within a SaaS organization.
  • Hands – on knowledge and experience in Identity and Access Management (IAM) and Security space.
  • Strong knowledge of cloud architecture as well as on - premise IT landscape.
  • Extensive experience in consulting and implementation of IT systems preferably cloud service and/or identity management.
  • Knowledge of security and compliance requirements.
  • Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging, and crisis management.
  • Team player.
  • Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analysing Information, Developing Standards, Service Excellence
  • Proactivity, have a very strong what-could-go-wrong and how-to-avoid-it mindset.
  • Available to travel up to 20%.


We are not accepting applications from candidates based outside of the UK




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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CEO of Saviynt
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Sachin Nayyar
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Average salary estimate

$70000 / YEARLY (est.)
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$60000K
$80000K

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What You Should Know About Customer Success Manager - IAM/IGA - UK, Saviynt

Saviynt is looking for a dynamic Customer Success Manager (IAM Practitioner) to join our innovative team. If you're passionate about making a real impact and driving customer success in today’s digital landscape, then this could be the role for you! In this position, you'll be at the forefront of our customers' journey as they adopt our cutting-edge identity authority platform. With your expertise, you'll manage customer loyalty and adoption, ensuring that our clients derive maximum value from Saviynt's services. You’ll build strong relationships with key stakeholders, even at the C-level, understanding their unique challenges in identity and access governance. Your proactive approach will enable you to provide insightful recommendations based on customer needs, trends, and performance metrics to boost satisfaction and retention. Collaborating with internal teams, you'll align our product development initiatives with your customers’ strategic goals. You'll plan and conduct engaging educational sessions on new features and services while managing a renewal pipeline that maintains our customer engagements. At Saviynt, we believe in a culture of continuous improvement, and as the Customer Success Manager, you will play a pivotal role in collecting feedback that shapes our product offering. If you have a strong background in IAM, a proactive mindset, and a desire to excel in a collaborative environment, we'd love to hear from you! Join us and be part of a company that values growth, innovation, and diversity!

Frequently Asked Questions (FAQs) for Customer Success Manager - IAM/IGA - UK Role at Saviynt
What are the key responsibilities of the Customer Success Manager at Saviynt?

The Customer Success Manager at Saviynt serves as the primary contact for customers, ensuring they achieve full business value from our identity authority platform. This role involves developing strong relationships with clients, especially at the C-level, managing the adoption of Saviynt's services, and providing insightful recommendations to drive customer success.

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What qualifications do I need to apply for the Customer Success Manager position at Saviynt?

To qualify for the Customer Success Manager position at Saviynt, you should have a strong background in Identity and Access Management (IAM) and previous experience in a customer success or application portfolio management role, ideally within a SaaS organization. Knowledge of security and compliance requirements is also valuable.

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How does the Customer Success Manager role impact customer retention at Saviynt?

The Customer Success Manager plays a critical role in customer retention at Saviynt by ensuring that clients fully adopt our services and realize their business objectives. By proactively engaging with customers, providing educational resources, and fostering a positive relationship, the manager helps enhance customer loyalty and satisfaction.

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What skills are essential for a Customer Success Manager at Saviynt?

Essential skills for a Customer Success Manager at Saviynt include excellent communication abilities, a strong understanding of IAM and cybersecurity, proficiency in cloud architecture, and an aptitude for analyzing customer needs and performance metrics. A proactive attitude and teamwork spirit are also crucial for success in this role.

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What opportunities for growth can I expect as a Customer Success Manager at Saviynt?

As a Customer Success Manager at Saviynt, you can expect tremendous growth and learning opportunities. You'll engage in challenging projects that impact our customers directly, allowing you to develop your skills further while working in a supportive and dynamic environment.

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Common Interview Questions for Customer Success Manager - IAM/IGA - UK
What does customer success mean to you in the context of the Customer Success Manager role?

Customer success is about ensuring that clients achieve their desired outcomes through your services. In the Customer Success Manager role, this means understanding customer needs, delivering tailored solutions, and fostering long-term relationships to drive satisfaction and loyalty.

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How would you handle a customer who is dissatisfied with Saviynt's services?

Handling dissatisfaction involves active listening and empathy. I would start by acknowledging their concerns, gathering detailed feedback, and then collaborating with them on actionable solutions, ensuring they feel heard and valued throughout the process.

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Can you describe a time when you successfully managed a difficult client relationship?

In my previous role, I had a client with fluctuating expectations. By establishing clear communication channels, setting realistic goals, and regularly checking in, I was able to align their expectations with our capabilities, resulting in a significantly improved relationship.

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What strategies would you implement to ensure clients fully adopt Saviynt's solutions?

I would focus on personalized training sessions, regular follow-ups to address concerns, and sharing success stories from similar clients to encourage adoption. Additionally, I'd encourage feedback to continuously improve the user experience.

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How do you stay updated on industry trends related to IAM?

I actively follow industry publications, engage in online forums, and participate in webinars and conferences. Networking with other professionals and continuously learning helps me stay informed about the latest trends and best practices in IAM.

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What metrics do you consider important for measuring customer success?

Key metrics include customer satisfaction scores, Net Promoter Score (NPS), product usage rates, renewal rates, and upsell opportunities. These metrics help gauge customer engagement and the overall health of the client relationship.

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How do you prioritize tasks in a customer success role?

I prioritize tasks by assessing urgency and impact. I focus on high-importance tasks that contribute to customer value or address critical customer issues first, ensuring that all activities align with customer success goals as much as possible.

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Describe your experience with managing remote client relationships.

I've effectively managed remote client relationships by utilizing various communication tools and establishing clear expectations and regular check-ins. Building rapport can be achieved through video calls and personalized communication, which I believe is crucial for successful remote interactions.

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How would you educate customers about new features and updates at Saviynt?

I would create engaging webinars, send detailed release notes, and provide one-on-one training sessions if needed. Engaging customers through multiple touchpoints ensures they’re aware of and understand the benefits of new features.

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What approach would you take to resolve a conflict between a customer and your team?

Open communication is key. I would listen to both sides, understand the root of the conflict, and facilitate a collaborative discussion to find common ground. The goal is to ensure that we resolve the issue while maintaining a strong customer relationship.

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We’re building revolutionary identity and security solutions to help the world’s largest companies migrate to the cloud and solve the toughest security challenges in record time. What’s our secret? Our people. We’re a global group of innovators wh...

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Full-time, remote
DATE POSTED
March 12, 2025

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