The Sr. Manager, Business Operations is a strategic and hands-on role responsible for ensuring the successful delivery and value realization for our Federal Identity and Access Management (IAM) customers. This role will manage customer loyalty and adoption of Saviynt’s innovative services and products using our customers’ business objectives and priorities as the key driver.
Responsible for driving customer success by providing customer categorization, oversight, adoption recommendations, opportunities for increased service and metrics analysis. The Customer Success Manager will perform routine health checks and assist with business value assessment to ensure our customers. The success of this role means higher customer happiness, retention and expansion of Saviynt’s business. In addition, as program leader, this individual will lead one-time activities within the team and drive successful start-up, planning, execution and close down of these projects and programs. This role requires a unique blend of project management discipline, a deep technical understanding of IAM, and a passion for customer advocacy. Your primary goal is to drive customer satisfaction and contribute directly to our Net Revenue Retention (NRR) targets.
What You'll Be Doing: The Impact You'll Make
- Project Planning & Delivery
- Own the planning, coordination, and execution of customer success projects, ensuring all contracted deliverables are met on time and within scope.
- Develop and maintain comprehensive project documentation, including project plans, milestones, risk registers, and communication schedules.
- Serve as the central point of coordination, aligning internal teams (Technical Account Managers, Account Executives) with customer stakeholders to ensure seamless project execution.
- Customer Engagement & Strategic Alignment
- Schedule and lead regular stakeholder meetings to align IAM capabilities with key business objectives and demonstrate ongoing value.
- Facilitate workshops, demos, and value mapping sessions to showcase ROI and identify opportunities for expansion.
- Lead monthly and quarterly business reviews to track key performance indicators (KPIs), review product roadmaps, and measure compliance improvements.
- Serve as the primary point of contact for customers after implementation.
- Participate with Sales team to provide a strong customer focused sales, orientation and launch engagement process.
- Develop deep, trusting relationships 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.
- Assist customers in achieving their business goals
- Utilization & Health Management
- Track the utilization of success packages and contracted deliverables (e.g., TAM hours, training sessions, advisory calls) to ensure adherence to service level agreements (SLAs).
- Partner with Technical Account Managers (TAMs) to assess license utilization, identify optimization opportunities, and proactively monitor customer health scores.
- Maintain a consistent cadence for weekly health checks and monthly or quarterly strategic planning sessions.
- 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.
- Growth & Expansion Enablement
- Actively identify cross-sell and upsell opportunities by leveraging established frameworks such as; Command the Message and MEDDIC.
- Support the expansion of customer accounts by creating and managing phased application onboarding and capability adoption plans.
- Lead Customer Advisory Board in addition to periodic customer health-checks.
- 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 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.
- Assist clients to realize sustained value in our Saviynt’s products & services and help them to drive additional value from our products & services
What You Bring: Your Unstoppable Edge
- Experience: 5+ years of experience in a project management or customer success role within a SaaS environment, with a strong preference for candidates from the Identity and Access Management (IAM) or cybersecurity sectors.
- Project Management: Proven ability to manage multiple complex projects simultaneously while meeting competing deadlines.
- Stakeholder Management: Exceptional communication, facilitation, and negotiation skills with the ability to influence and manage expectations across various levels of an organization.
- Technical Acumen: Familiarity with core IAM concepts, including Role-Based Access Control (RBAC), Privileged Access Management (PAM), and Segregation of Duties (SoD), as well as an understanding of compliance-driven selling.
- Tool Proficiency:
- Experience with customer success or CRM platforms such as Gainsight, Salesforce, or similar tools is a plus.
- Certifications: A Project Management Professional (PMP), Certified ScrumMaster (CSM), or equivalent project management certification is preferred.
Benefits
- Medical, Dental, Vision, Life Insurance
- 401K
- Unlimited PTO
- Sick Time
- Holiday Parties
- Daily Catered Lunches at our offices!
- Employee Recognition Programs
- Team Socials
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.
