VP, Global Scaled Customer Success - SMB/Commercial

permanent

Fully Remote

Only accepting applications from: United States

Develop and implement the vision and strategy for Saviynt’s commercial accounts segment (under $150,000 ARR), focusing 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.
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).
Build, mentor, and scale a high-performing team of CSMs specializing in large volumes of lower-revenue commercial accounts (<$150K).
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.
Partner with Product, Marketing, and Support to deliver integrated, consistent customer communications and experiences for commercial accounts under $150,000.

Experience

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