VP, Global Scaled Customer Success - SMB/Commercial

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

Customer Success Strategy
• Develop and implement the vision and strategy for Saviynt’s commercial accounts segment (under $150,000 ARR), with a focus on digital-first, scalable programs.
• Define and track KPIs such as gross/net revenue retention (GRR/NRR), churn reduction, adoption, and customer satisfaction (CSAT/NPS) specific to this segment.


Scaled Customer Success Programs
• Design and lead scalable Customer Success programs for high-volume SMB and commercial accounts under $150,000, covering onboarding, product adoption, renewals, and expansion.
• Build and manage scalable customer playbooks within Gainsight, leveraging automation, workflows, and tech-touch journeys (email campaigns, in-app engagement, playbooks).
• Continuously improve digital engagement strategies through A/B testing, customer feedback, and analytics.


Team Leadership & Enablement
• Build, mentor, and scale a high-performing team of CSMs specializing in large volumes of lower-revenue commercial accounts (<$150K).
• Create repeatable onboarding processes for new hires and provide scalable enablement assets, knowledge bases, and self-service resources to accelerate customer value.


Data & Insights
• Analyze customer data and segmentation to identify health risks, churn indicators, and expansion opportunities across the sub-$150K commercial customer base, and proactively address them at scale.
• Act as an internal Gainsight expert, providing best practices on workflows, health scores, programs, and data integrations.


Cross-Functional Collaboration
• Partner with Product, Marketing, and Support to deliver integrated, consistent customer communications and experiences for commercial accounts under $150,000.

What You Bring: Your Unstoppable Edge

• 10+ years of experience in Customer Success or Customer Experience roles at a SaaS company, with a strong focus on SMB and mid-market customer engagement.
• Demonstrated success leading scaled Customer Success teams for commercial accounts under $150,000 ARR, ideally within a Cybersecurity or SaaS environment.
• Proven expertise with high-volume, digital-first, scaled CS models, including hands-on design, implementation, and operation of tech-touch programs.
• Deep experience using Gainsight (Journey Orchestrator, Playbooks, Health Scores, Reporting) to optimize customer journeys and scale outcomes.
• Strong analytical mindset with the ability to leverage customer data and segmentation to drive proactive engagement, adoption, retention, and expansion.
• Track record of delivering measurable impact through scalable programs that improve adoption, reduce churn, and increase NRR/GRR.
• Exceptional cross-functional collaborator, able to partner effectively with Product, Marketing, and Support to deliver consistent, integrated customer experiences.
• Excellent written and verbal communication skills; capable of creating compelling digital content, campaigns, and customer communications at scale.
• Experience with self-service models, customer education programs, or customer community engagement is a plus.


Preferred Experience


• Familiarity with complementary tools such as Pendo, Intercom, Zapier, or Salesforce.
• Background in customer marketing, enablement, or digital experience design.


Additional Details


• Preferred location: El Segundo, CA, with flexibility for exceptional remote candidates.
• Occasional travel required for executive customer meetings, global leadership sessions, and in-person collaboration.

Benefits

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