Director of Customer Success - Identity Security - West

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

Are you a proven Customer Success leader with deep expertise in the Cybersecurity or Identity and Access Management (IAM) space? We are looking for a strategic and results-driven Director of Customer Success to lead our West Coast Enterprise Customer Success team. You will be foundational in driving customer loyalty, product adoption, and value realization for some of the world's largest organizations as they secure their digital transformation with Saviynt's innovative products and services. Your success will be directly measured by greater customer happiness, retention, expansion, and a growing base of advocates eager to recommend Saviynt.

What You'll Be Doing: The Impact You'll Make

• This role goes beyond basic account management; you will be a strategic leader responsible for ensuring our enterprise customers achieve measurable business outcomes from their investment in Saviynt.

Strategic Leadership & Vision

• Develop and execute a comprehensive Customer Success strategy that is tightly integrated with Saviynt’s overall business objectives and growth trajectory.
• Establish clear, measurable goals and KPIs for the team to drive customer satisfaction, retention, and expansion revenue.
• Collaborate with executive leadership to ensure all Customer Success initiatives directly support the company's strategic goals.

Domain-Driven Customer Success Management

• Directly manage the West Coast team of Enterprise Customer Success Managers (CSMs), setting the standard for a value-based approach rooted in customers' unique Identity and Cyber Security challenges.
• Ensure the team provides expert oversight, strategic adoption recommendations, and performs routine health checks to keep customers on track toward their IAM and compliance goals.
• Oversee the implementation and optimization of Customer Success processes, emphasizing a digital-first approach to enhance scalability and efficiency.
• Monitor and analyze key customer success metrics to proactively identify trends, manage risks, and unlock expansion opportunities.

Retention, Growth, and Financial Ownership

• Own and drive the critical renewal and expansion numbers, ensuring that revenue targets are consistently met and exceeded.
• Develop sophisticated strategies to maximize retention and identify opportunities for up-sell and cross-sell within the enterprise customer base.
• Accurately forecast renewals and expansion revenue in close partnership with the Sales and Finance teams.

Team Leadership and Advocacy

• Lead, mentor, and grow a high-performing team, fostering a collaborative and inclusive culture centered on continuous improvement and customer advocacy.
• Build and maintain strong, executive-level relationships with key customer stakeholders, serving as the ultimate escalation point for complex issues.
• Champion the voice of the customer internally, ensuring product feedback, especially around security features and compliance needs, is prioritized by Product, Engineering, and Sales teams.

What You Bring: Your Unstoppable Edge

• This role requires a unique combination of proven Customer Success leadership and deep technical understanding of the cybersecurity landscape.

• 8+ years of progressive experience in a Customer Success leadership role.
• A minimum of 4+ years in a senior leadership position within a Cybersecurity SaaS company, with a demonstrated track record of driving significant growth and reducing churn.
• Deep knowledge and hands-on experience in Identity and Access Management (IAM) is strongly preferred. Experience with broader cybersecurity, compliance, and governance is highly valued.
• Expertise with large-scale cloud, hybrid, and on-premise IT architectures relevant to modern security deployments.
• Demonstrated success in building, scaling, and leading high-performing Customer Success teams in a fast-paced SaaS environment.
• Exceptional strategic thinking and problem-solving skills, with a focus on translating customer needs into repeatable, measurable business outcomes.
• Proven track record of successfully owning and exceeding ambitious renewal and expansion targets.
• Experience implementing and leveraging Customer Success platforms (e.g., Gainsight) to drive efficiency and proactive engagement.

Benefits

• Medical, Dental, Vision, Life Insurance
• 401K
• Unlimited PTO
• Sick Time
• Holiday Parties
• Daily Catered Lunches
• Employee Recognition Programs
• Team Socials

Does your experience in cybersecurity and IAM leadership align with a passion for driving customer value and loyalty? If so, we encourage you to apply.

You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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!