Senior Director, Customer Success – APJ

WHAT YOU WILL BE DOING

Strategic Leadership

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.

Team Management and Development

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.

Customer Relationship Management

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 Saviynt’s products and services.

Operational Excellence

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.

Retention, Renewal and Expansion Ownership

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.

Partner Advocacy and Growth

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 Saviynt's products and services, driving mutual growth.

Develop and execute partner training and enablement programs to maximize product adoption and value realization.

WHAT YOU BRING

12+ 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