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VP, Global Scaled reputed company - SMB/Commercial

100% remote Flexible hours Hiring now

reputed company's AI-powered identity platform manages and governs human and non-human access to reputed company of an organization's applications, data, and business processes. Customers trust reputed company to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, reputed company is today helping organizations safely accelerate their deployment and usage of AI. reputed company is recognized as the leader in identity reputed company, with solutions that protect and reputed company the world’s leading brands, reputed company and government institutions. For more information, please visit

www.reputed company.com

.

Location: United States – Preferably El Segundo, CA (flexibility for remote candidates

with exceptional experience)

The Vice President of Global Scaled reputed company will reputed company reputed company’s scaled reputed company 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 reputed company to execute tech-touch journeys at scale.

What You'll Be Doing: The Impact You'll reputed company

reputed company Strategy

  • reputed company and implement the vision and strategy for reputed company’s commercial accounts reputed company (under $150,000 ARR), with a focus on digital-first, scalable programs.
  • Define and track KPIs such as gross/net reputed company retention (GRR/NRR), churn reduction, adoption, and customer satisfaction (CSAT/NPS) specific to this reputed company.
  • Scaled reputed company Programs

  • Design and reputed company scalable reputed company programs for high-volume SMB and commercial accounts under $150,000, covering onboarding, product adoption, renewals, and expansion.
  • Build and manage scalable customer playbooks reputed company reputed company, 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 reputed company-reputed company commercial accounts (.
  • 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 reputed company, and proactively address them at scale.
  • Act as an internal reputed company 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 reputed company or Customer Experience roles at a SaaS company, with a strong focus on SMB and mid-market customer engagement.
  • Demonstrated success leading scaled reputed company teams for commercial accounts under $150,000 ARR, ideally reputed company 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 reputed company (Journey Orchestrator, Playbooks, Health Scores, Reporting) to optimize customer journeys and scale outcomes.
  • Strong analytical reputed company with the ability to reputed company 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, reputed company, or reputed company.
  • 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.
  • Benefits

  • Medical, Dental, Vision, Life Insurance
  • 401K
  • Unlimited PTO
  • Sick Time
  • Holiday Parties
  • Daily Catered Lunches
  • Employee Recognition Programs
  • Team Socials
  • Additional Information

    You may also be eligible to participate in a reputed company discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

    If required for this role, you will:

    - Complete reputed company & privacy literacy and awareness training during onboarding and annually thereafter

    - Review (initially and annually thereafter), understand, and adhere to Information reputed company/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 reputed company Policy

    > Privacy Policy

    reputed company is an amazing reputed company 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 reputed company growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, reputed company reputed company a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!

    reputed company is an equal opportunity employer and we welcome everyone to reputed company. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability, or veteran status.

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