VP, Global Scaled Customer Success - SMB/Commercial

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

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 (<$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.

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!