Senior Support Account Manager at Saviynt

Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com.   The Support Account Manager (SAM) or Senior Support Account Manager (Sr. SAM) will manage customer loyalty, adoption of Saviynt’s innovative PAM product, and serve as the primary contact for accounts to drive the customer experience. SAM/ Sr. SAM will be responsible for driving value-based outcomes by understanding their business goals, providing oversight, driving adoption recommendations, and evaluating opportunities for increased service to reduce disruptions, improve operations, and accelerate innovation. In addition, the SAM / Sr. SAM will coordinate routine health checks and any required remediation to ensure our customers stay on track towards their goals for their assigned accounts. Optimal performance of this role results in greater customer happiness, retention, and expansion of Saviynt’s business -- all tied to a customer who is eager to recommend Saviynt to others.   WHAT YOU WILL BE DOING • Executive Partnership: Act as the primary strategic advisor for C-suite and IAM leadership, aligning Saviynt’s PAM capabilities with the customer’s overarching security and compliance goals. • Renewal Ownership: Proactively manage the subscription renewal pipeline, identifying and mitigating "at-risk" indicators (low usage, technical debt, or stakeholder turnover) at least 6–9 months in advance. • Quarterly Business Reviews (QBRs): Lead data-driven QBRs that move beyond "support ticket updates" to demonstrate ROI, security posture improvements, and progress against the customer’s success roadmap. • Product Maturity Mapping: Guide customers through the PAM maturity curve—moving them from basic password vaulting to advanced features like Just-in-Time (JIT) access, session monitoring, and governance-driven elevation. • The "Voice of the Customer": Translate complex customer requirements and "pain points" into structured feedback for Product and Engineering to influence the Saviynt roadmap. • Net Promoter Score: Drive the customer experience and improve the Net Promoter score for assigned accounts • Expansion & Upsell Discovery: Partner with Sales to identify "white space" opportunities, driving Net Revenue Retention (NRR) by uncovering new use cases or departments that need PAM coverage. • Escalation Orchestration: Serve as the senior point of contact for critical technical issues, coordinating cross-functionally with Support, Engineering, and DevOps to ensure rapid resolution and root-cause transparency. • Upgrade & Lifecycle Planning: Collaborate with customers to plan and execute seamless upgrades, ensuring they stay current with the latest SaaS features and security patches. • Ecosystem Integration: Advise customers on integrating Saviynt PAM with their existing security stack (SIEM, IGA, ServiceNow) to maximize the "Identity-Centered" security approach. • Reference Development: Identify and nurture "Power Users" to serve as brand ambassadors, case study participants, and peer references for prospective Saviynt customers. • Partner Alignment: Coordinate with implementation partners (SIs) to ensure a smooth transition from "Go-Live" to "Run State," ensuring the customer never loses momentum post-deployment. WHAT YOU BRING • PAM Subject Matter Expert: Minimum 8+ years in customer-facing roles (TAM, CSM, Account Management, or Professional Services) with 2+ mandatory, deep experience in Privileged Access Management (PAM) and Identity Governance (IGA). • The "Identity" Expert: Proven ability to navigate complex Cloud, Hybrid, and On-Premise IT architectures. Relevant certifications (CISSP, CISM, or Saviynt-specific) are highly preferred. • Scale Specialist: A documented track record of successfully managing a portfolio of 25–30 enterprise accounts simultaneously without compromising quality or white-glove service. • Education: Bachelor’s degree in Computer Science, Cybersecurity, Information Systems, or a related technical field. • Commercial Acumen: Proven success in driving Net Revenue Retention (NRR). You must have experience identifying expansion opportunities and managing the end-to-end renewal pipeline. • Outcome-Based Navigator: Ability to translate complex technical PAM configurations into "Business Value" for CISOs and IT Executives. You don't just talk about "features"; you talk about "risk reduction" and "compliance." • Reference Hunter: History of turning frustrated or stagnant implementations into high-value, referencable brand ambassadors. • Tenacious Problem Solver: Ability to diagnose high-pressure technical issues and orchestrate cross-functional teams (Engineering, Product, Sales) to reach a resolution. • Global Agility: This is a high-impact, "non-8-to-5" role. You possess the flexibility and passion to support global customers across multiple time zones and cultures. • Data-Driven Advocate: Expert at analyzing health metrics and customer feedback to identify churn risks early and build proactive "save" plans. • The Bridge: Exceptional verbal and written communication skills with the "empathy of a partner and the authority of an expert." • Hands-On Contributor: A "no task is too small" attitude. You are comfortable diving into the details of a technical environment while keeping your eyes on the customer’s long-term success. Resilience: Demonstrated ability to remain calm and professional during difficult customer escalations, turning challenges into opportunities for partnership. 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.