VP, Global Scaled Customer Success - SMB/Commercial

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 globally. This role involves designing and optimizing scalable, digital-first programs that combine automation, personalization, and data-driven insights to deliver value-rich customer experiences. Responsibilities include developing and implementing the vision and strategy for the commercial accounts segment, defining and tracking key performance indicators such as gross/net revenue retention, churn reduction, adoption, and customer satisfaction. The VP will design and lead scalable Customer Success programs for high-volume SMB and commercial accounts, covering onboarding, product adoption, renewals, and expansion. They will build and manage scalable customer playbooks within Gainsight, leveraging automation, workflows, and tech-touch journeys, and continuously improve digital engagement strategies through A/B testing, customer feedback, and analytics. Additionally, the VP will build, mentor, and scale a high-performing team of CSMs specializing in large volumes of lower-revenue commercial accounts, create repeatable onboarding processes and scalable enablement assets, and analyze customer data and segmentation to identify health risks, churn indicators, and expansion opportunities. The role also includes acting as an internal Gainsight expert and partnering with Product, Marketing, and Support to deliver integrated customer communications and experiences.