Assistant VP of Commercial & Scale Customer Success

Sigma Computing; New York (NY); On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

Health, Dental & Vision Insurance

401(k) Plan

Bi-annual Hackathons

Unlimited Time Off

Parental Leave

Lunch provided daily

Job summary

Sigma Computing is seeking an AVP, Customer Success Commercial & Scale to lead Commercial, Scale, and Digital segments. You will drive retention and expansion, design scalable engagement models, and build AI-driven capabilities to serve a fast-growing customer base with efficient coverage.

You will report to the SVP, Customer Success, shape operating plans, metrics, and cross-functional programs with Sales, Product, Marketing, Support, Enablement, Operations, and Finance.

Qualifications

• 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 functions.
• Proven leadership at scale with a track record of building and leading Customer Success teams of 20+ people as a manager of managers.
• Willing to work from Sigma’s San Francisco or New York office 4 days per week.
• Experience scaling Commercial CS motions in a high-growth SaaS company.
• Rigorous, data-first operating discipline; CS as a measurable system with KPIs and dashboards.

Responsibilities

• Drive customer outcomes and value through Sigma’s platform, scaling the customer success team and practices.
• Lead Commercial, Scale & Digital strategy and translate company goals into an operating plan across all three segments.
• Own GRR/NRR, adoption, time-to-value, and expansion with KPI-driven cadence.
• Design segment-specific engagement models and repeatable onboarding, adoption, and expansion motions.
• Build and deploy AI-driven capabilities (agents, automations, self-serve journeys) for scalable coverage.
• Partner with Sales, Product, Marketing, Support, Enablement, Operations, and Finance to execute cross-functional programs.
• Hire, coach, and develop a team of CS Regional Vice Presidents and CSMs; foster accountability and customer obsession.

Skills

AI builder

CS leadership

data-centric products

risk forecasting

cross-functional influence

leadership at scale

Job description

• 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

Benefits

• Competitive pay: Competitive salaries aligned with market rates—because we value your experience and contributions.
• Flexible Schedule: Work in the way that suits you—Sigma supports flexibility in how and when you work best.
• Health, Dental & Vision Insurance: Comprehensive health, dental, and vision coverage for you and your dependents.
• 401(k) Plan: Plan for your future with our 401(k) offering.
• Bi-annual Hackathons: Make, create, innovate—hack alongside peers twice a year.
• Unlimited Time Off: Recharge when you need—no limits on vacation days.
• Health & Wellness: Support for your overall well‑being. We offer Carrot Pro, Wellhub+, Rightway, and OneMedical.
• Parental Leave: Paid leave to welcome new family members.
• Unagi Scooters: Zip to work on us with Unagi scooter benefits provided for free!
• Daily Lunches, Office Snacks, Coffee: Good vibes and great taste—lunch provided daily through DoorDash, unlimited snacks, coffee, tea, Celsius, and more!
• Professional Development & Career Growth: Clear career progression paths and room to grow into leadership, Support for conferences, L&D, and career growth.
• Commuter benefits
• Lunch reimbursement
• Pension with 3% match

Hands-on AI builder with experience building AI agents, automations, and/or appsExperience 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 engagementDomain expertise in technical, data‑centric products. Analytics, business intelligence, or application platforms preferredExperience owning account risk and forecasting inputs in close partnership with Sales and Renewals functionsProven 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 leadersWilling to work from Sigma’s San Francisco or New York office 4 days per weekExperience 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 requireRigorous, data‑first operating discipline. Treats CS as a measurable system: defines KPIs, builds reporting and dashboards, runs structured experiments, and makes decisions from data as a default, not an exceptionExcellent cross‑functional communication and influence, including Sales, Product, Marketing, Support, RevOps, and Finance