AVP, Commercial and Scale Customer Success San Francisco, CA

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 (e.g., digital journeys, self-serve, one-to-many programs, webinars, etc.) that enable Sigma to serve a fast-growing customer base without linear headcount growth. The job is as much about instrumentation as it is about people: you'll run this org the way Sigma expects its own customers to run their business, with clear metrics, structured experiments, and decisions grounded in data rather than instinct.

You'll report to the SVP, Customer Success, and work closely with Sales, Renewals, Product, Marketing, Support, Enablement, Operations, and Finance to ensure Commercial, Scale, and Digital customers get full value from Sigma’s platform.

• Lead the Commercial, Scale & Digital strategy. Translate 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 rigorous, KPI-driven operating cadence and reporting.
• Design segment-specific engagement models with repeatable and predictable onboarding, adoption, and expansion motions tailored to each segment's customers and economics.
• Identify and drive programs and initiatives to deliver to company priorities and improve the team’s ability to predictably drive customer and revenue outcomes.
• Build and deploy scaled, AI-driven capabilities (i.e., agents, automations, self-serve journeys, webinars, one-to-many workshops, etc.) that extend high-quality coverage across segments while offloading lower-value work to optimize CSM-led engagements.
• Evolve both customer-facing engagement strategy and internal team capability in alignment with rapid product and AI-driven change.
• Own risk management and escalations across Commercial, Scale, and Digital, identify at-risk accounts early, drive mitigation, and partner with Renewals on forecasting and renewal readiness.
• Partner with Sales to drive expansion: alignment on account strategy, upsell/cross-sell motions, and Customer Success Qualified Leads (CSQLs).
• Partner cross-functionally with Product, Marketing, Support, Enablement, Operations, and Finance to drive cross-functional programs and initiatives.
• Hire, coach, and develop a team of CS Regional Vice Presidents (RVPs) and CSMs. Set the talent bar, develop leaders, and build a culture of accountability, continuous learning, and customer obsession.

• 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, and developing teams and leaders.
• Experience scaling Commercial CS motions, including building or scaling efficient CS motions for mid-market/commercial/SMB segments in a high-growth SaaS company, balancing scaled programs (digital/AI, one-to-many, pooled) with the human-led, relationship-driven motion these segments require.
• Experience building digital-only or hybrid engagement models from the ground up with close collaboration with Marketing and Product on in-product nudges, lifecycle campaigns, and self-serve engagement.
• Rigorous,…