AVP, Commercial and Scale Customer Success
Core
Lead Commercial, Scale, and Digital Customer Success segments to drive retention, expansion, and value realization for a fast-growing SaaS analytics platform.
Role type
Senior IC Customer Success Leader (Manager of Managers)
Builds
Scaled AI-driven customer engagement capabilities (agents, automations, self-serve journeys) and segment-specific success playbooks.
Domain
SaaS / Analytics / Business Intelligence
Deliverable
production ML models
Required skills
Leadership at scale (20+ people), Commercial CS strategy, Data-first operating discipline, AI/automation building, Account risk management, Cross-functional influence
Preferred skills
Domain expertise in technical/data-centric products, Experience building digital-only engagement models
Technologies
AI agents, automations, self-serve platforms
Responsibilities
Lead Commercial, Scale & Digital strategy; Own outcomes (GRR/NRR, adoption); Design segment-specific engagement models; Build and deploy scaled AI-driven capabilities; Evolve engagement strategy and team capability; Own risk management and escalations; Partner with Sales for expansion; Hire, coach, and develop a team of CS RVPs and CSMs.
Seniority
Senior, hands-on IC