AVP, Commercial and Scale Customer Success

You'll drive customer outcomes and value through Sigma's analytics, apps, and agents platform, scaling the customer success team and practices to support our rapid growth. This is a retention and expansion-focused mandate for someone who's equal parts builder and scaler, strengthening what's working today and creating the capabilities we don't have yet. As AVP, Customer Success Commercial & Scale, you'll own Commercial CSM, Scale (CSM + Digital), and Digital-only segments. You'll lead the team and build coverage strategies, segment-specific playbooks, and AI-driven, scaled capabilities that enable Sigma to serve a fast-growing customer base without linear headcount growth. You'll report to the SVP, Customer Success.

Responsibilities

Lead the Commercial, Scale & Digital strategy, translating company goals into an operating plan, processes, and success metrics across all three segments; Own the outcomes that matter (GRR/NRR, adoption, time-to-value, and expansion) with a KPI-driven operating cadence and reporting; Design segment-specific engagement models with repeatable onboarding, adoption, and expansion motions; Identify and drive programs and initiatives to deliver company priorities and improve the team's ability to drive customer and revenue outcomes; Build and deploy scaled, AI-driven capabilities (agents, automations, self-serve journeys, webinars, one-to-many workshops); Evolve customer-facing engagement strategy and internal team capability in alignment with product and AI-driven change; Own risk management and escalations, identify at-risk accounts early, and partner with Renewals on forecasting and renewal readiness; Partner with Sales on expansion, including account strategy, upsell/cross-sell motions, and Customer Success Qualified Leads (CSQLs); Partner cross-functionally with Product, Marketing, Support, Enablement, Operations, and Finance; Hire, coach, and develop a team of CS Regional Vice Presidents (RVPs) and CSMs

Requirements

Proven leadership at scale, with a track record of building and leading Customer Success teams of 20+ people as a manager of managers, with direct accountability for retention (GRR) and expansion outcomes; Experience scaling Commercial CS motions for mid-market/commercial/SMB segments in a high-growth SaaS company, balancing scaled programs with human-led, relationship-driven motion; Experience building digital-only or hybrid engagement models from the ground up with close collaboration with Marketing and Product; Rigorous, data-first operating discipline, including defining KPIs, building reporting and dashboards, and running structured experiments; Hands-on AI builder with experience building AI agents, automations, and/or apps; Experience owning account risk and forecasting inputs in close partnership with Sales and Renewals; Excellent cross-functional communication and influence, including Sales, Product, Marketing, Support, RevOps, and Finance; Willing to work from Sigma's San Francisco or New York office 4 days per week

Nice to have

Domain expertise in technical, data-centric products (analytics, business intelligence, or application platforms)

Benefits

Equity; Stock options; Variable pay based on goal achievement; Generous health benefits; Flexible time off policy; Paid bonding time for all new parents; Traditional and Roth 401k; Commuter and FSA benefits; Lunch Program; Dog friendly office