Saviynt
VP, Global Scaled Customer Success - SMB/Commercial
Saviynt, El Segundo, California, United States, 90245
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. For more information, please visit
www.saviynt.com
. Location: United States – Preferably El Segundo, CA (flexibility for remote candidates with exceptional experience) The Vice President of Global Scaled Customer Success will
lead Saviynt’s scaled Customer Success function for commercial accounts under $150,000 ARR , driving retention, growth, and advocacy across SMBs globally. This role is responsible for designing and optimizing scalable, digital-first programs that combine automation, personalization, and data-driven insights to deliver value-rich customer experiences. The VP will also build and mentor a high-performing team of CSMs and champion the use of Gainsight to execute tech-touch journeys at scale. 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 ( 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
You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. If required for this role, you will: - Complete security & privacy literacy and awareness training during onboarding and annually thereafter - Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to): > Data Classification, Retention & Handling Policy > Incident Response Policy/Procedures > Business Continuity/Disaster Recovery Policy/Procedures > Mobile Device Policy > Account Management Policy > Access Control Policy > Personnel Security Policy > Privacy Policy Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us! Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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www.saviynt.com
. Location: United States – Preferably El Segundo, CA (flexibility for remote candidates with exceptional experience) The Vice President of Global Scaled Customer Success will
lead Saviynt’s scaled Customer Success function for commercial accounts under $150,000 ARR , driving retention, growth, and advocacy across SMBs globally. This role is responsible for designing and optimizing scalable, digital-first programs that combine automation, personalization, and data-driven insights to deliver value-rich customer experiences. The VP will also build and mentor a high-performing team of CSMs and champion the use of Gainsight to execute tech-touch journeys at scale. 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 ( 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
You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. If required for this role, you will: - Complete security & privacy literacy and awareness training during onboarding and annually thereafter - Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to): > Data Classification, Retention & Handling Policy > Incident Response Policy/Procedures > Business Continuity/Disaster Recovery Policy/Procedures > Mobile Device Policy > Account Management Policy > Access Control Policy > Personnel Security Policy > Privacy Policy Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us! Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
#J-18808-Ljbffr