• Own a portfolio of mid-market customers and be fully accountable for renewals and expansion • Own the end-to-end implementation of compliance frameworks with your customers, guiding them from onboarding through audit readiness • Become a trusted compliance partner, helping customers translate structured frameworks into practical, auditable processes • Build and maintain clear account plans for priority customers • Run structured renewal cycles, including pricing, scope, and procurement discussions • Proactively identify upsell and expansion opportunities and drive them to close • Run effective QBRs with clear narratives, outcomes, and next steps • Translate complex security and compliance topics into business value • Maintain accurate account health, renewal forecasts, and expansion pipeline in HubSpot • Create and improve playbooks, templates, and scalable CS processes

• Manage the customer lifecycle from day 1 through renewal. • Ensure that our customers receive the highest level of service and support. • Improve our CSM processes and set up the infrastructure (tools, processes, way we work) to be highly impactful. • Work cross-functionally with sales, marketing, engineering, and product teams to align on customer needs and company strategy. • Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines. • Write and record educational and technical content for our knowledge base.

• Serve as the primary point of contact and advocate for assigned customers. • Collaborate with the Sales team to ensure a seamless and customer-focused sales, orientation, and launch engagement process. • Cultivate strong relationships with customer stakeholders, up to the C-level executives. • Develop a deep understanding of each customer’s identity and access governance landscape and their unique business challenges, providing expert advice on potential solutions leveraging the Saviynt product suite. • Build and maintain trusting relationships with customers and executive sponsors to drive product adoption and ensure they achieve full business value from their Saviynt investment. • Partner effectively with internal Saviynt teams, including Product Development and Support, to align product roadmaps and support activities with the customer's business case and strategic objectives. • Represent the voice of the customer in internal prioritization processes, advocating for their needs and ensuring their perspective is considered. • Proactively prepare for critical customer events such as go-lives and product releases, ensuring smooth transitions and minimizing potential disruptions. • Develop and maintain accurate account plans and comprehensive success plans for each customer within your portfolio, outlining key objectives and strategies for achieving them. • Develop and diligently monitor key performance indicators (KPIs) related to customer success, conducting monthly reviews to identify necessary corrective actions and ensure progress towards goals. • Monitor and analyze customer utilization trends, providing proactive recommendations based on identified risks and the evolving needs of our customers. • Plan and deliver educational initiatives for customers on new product features and releases, maximizing their understanding and adoption of new capabilities. • Manage the renewal pipeline for your assigned customers, identifying and mitigating potential at-risk accounts to ensure successful and timely renewals. • Provide assistance with the management of delivery projects, ensuring alignment with customer expectations and successful outcomes. • Contribute to transformation and process improvement initiatives across the organization, enhancing efficiency and effectiveness in our customer engagement strategies. • Act as the voice of the customer, actively collecting feedback and channeling it to relevant internal teams to drive continuous improvement across all areas, including product development and service delivery.

• Manage a portfolio of students from onboarding through to programme completion • Conduct regular 1:1 Zoom sessions to track progress and provide guidance • Ensure students complete required milestones (e.g. internships, learning modules) • Maintain high levels of engagement, motivation, and accountability • Build strong relationships with students and, where relevant, parents • Communicate regularly via Zoom, WhatsApp, and other channels • Act as the primary point of contact throughout the programme • Monitor student progress against structured programme plans • Identify risks early (e.g. disengagement, missed milestones) • Intervene proactively to keep students on track • Potentially manage or coordinate with junior support staff (e.g. programme assistants) • Ensure smooth delivery across all touchpoints in the student journey • Identify opportunities to transition students into higher-tier programmes • Support upsell conversations in a natural, value-driven way • Contribute to overall revenue growth through strong client outcomes