Senior Director, Customer Success – APJ in Singapore at Saviynt

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 Syncro’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 Syncro’s products and services, driving mutual growth.
• Develop and execute partner training and enablement programs to maximize product adoption and value realization.

• 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