Sr. Manager, Business Operations, Federal

About 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.

Employment Type: Full-Time

Role Overview

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.