Senior Digital Success Associate

At Xactly, our people are our greatest advantage . Our Employee Value Proposition reflects what we stand for and the experience we create for every team member :

Purpose: To empower businesses to maximize company performance by transforming sales through their AI-powered Intelligent Revenue Platform, focusing on aligned incentive compensation, data-driven insights, and seamless revenue management for finance, sales, and revenue teams .

Growth: Centered on "unleashing human potential" to elevate company performance and empowering employees to "achieve enduring success" through professional development, a supportive culture, and aligning individual goals with company objectives .

Culture: We’re passionate about cultivating a workplace environment that celebrates the uniqueness of each Xactlian . Diversity fuels our success and by embracing it, we empower our employees around the world to inspire change in the office and in the community .

Innovation: Xactly's innovation is centered on its AI-powered Intelligent Revenue Platform, which unifies sales performance management (SPM) and revenue intelligence using over two decades of proprietary pay and performance data . Recent innovations leverage artificial intelligence and agentic computing to streamline GTM operations and drive predictable growth .

Together, these pillars define what it means to work at Xactly — a place where you can do the most meaningful work of your career, supported by Vista’s global ecosystem .

Vista’s ecosystem enables purposeful career mobility and sustained professional growth . Employees benefit from the ability to build diverse experiences, collaborate with high-performing peers across portfolio companies, and progress into new roles within a global network of leading enterprise software organizations . This shared talent environment strengthens capabilities, broadens perspective, and supports long-term career development across the Vista portfolio .

In this role , you will be part of a high-performing Customer Success team that shapes the future of scaled customer engagement . You will manage a high-volume portfolio of accounts using automated workflows, digital resou rces, and strategic direct interactions to drive onboard ing, adoption, expansion, and retention. Operating in East Coast US hours, you will leverage data insights to identify churn risks early, triage inbound escalations, and convert passive accounts into engaged, successful customers.

Drive Scaled Customer Engagement: Manage a hi gh-volume account portfolio using digital automation, targeted email outreach, and direct calls to accelerate onboarding, adoption, and retention across assigned customer segments.

Proactively Manage Account Health: Analyze usage data and key engagement signals to spot churn risks early, identify expansion opportunities, and partner with Client Executives on upsell/cross-sell motions.

Triage Customer Escalations: Serve as the first point of contact for inbound account issues, calmly handling complex queries regarding non-renewals, integration issues, security assessment requests, and support cases.

Execute Multi-Touch Workflows: Leverage tools like Gainsight and Salesforce to execute structured communication campaigns, using persistent outreach to re-engage inactive or unresponsive accounts.

Cross-Functional Collaboration: Work closely with Product Management, Engineering, and Support teams to escalate systemic issues, complete relevant product certifications (e.g., Incent Admin), and optimize scaled engagement playbooks.

Joining Xactly means becoming part of a mission-driven team backed by Vista’s global network . You’ll work alongside industry leaders, access cross-portfolio development programs, and contribute to innovations that shape the future of enterprise software .

OUR VALUES: Customer Focus | Accountability | Respect | Excellence (CARE) are the keys to our success, and each day we’re committed to upholding them by delivering the best we can to our customers .