About:
- 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.
Salary and Perks:
- Medical, Dental, Vision, Life Insurance
- 401K
- Unlimited PTO
- Sick Time
- Holiday Parties
- Daily Catered Lunches
- Employee Recognition Programs
- Team Socials
About Saviynt:
Saviynt offers a single platform to manage identity control in the cloud.
