Overview:
Job Title: Senior Digital Success Associate
Location: India (Shift: East Coast alignment)
Function: Customer Success
Position Level: Level 2
About Vista Equity Partners
Vista Equity Partners is a leading global investment firm focused exclusively on enterprise software, data, and technology-enabled businesses. With over $100B in assets under management and a portfolio of 90+ software product companies worldwide, Vista accelerates growth through operational excellence, shared expertise, and long-term partnership. In India, Vista’s presence continues to expand with 45+ portfolio companies employing more than 17,000 professionals across technology, product, customer success, and operations — reinforcing India’s strategic role as a hub of innovation and talent within the Vista ecosystem.
Through its Agentic AI Factory, Vista is embedding Generative AI across its global portfolio — enabling companies to integrate intelligent, responsible AI into products, operations, and decision-making. This initiative is strengthened through portfolio-wide learning programs, leadership workshops, and AI hackathons that foster innovation, build fluency, and accelerate practical AI adoption across teams.
About Xactly
Xactly, a Vista-backed organization since 2017, is a leader in Sales Performance Management Solutions. The Xactly Intelligent Revenue Platform helps businesses improve go-to-market outcomes through increased collaboration, greater efficiencies, and connecting data from all critical functions of the revenue lifecycle on a single platform. Born in the cloud almost 20 years ago, Xactly provides customers with extensive experience in solving the most challenging problems customers of all sizes face, backed by almost 20 years of proprietary data and award-winning AI.
Named among the best workplaces in the U.S. by Great Place to Work six times, honored on FORTUNE Magazine’s inaugural list of the 100 Best Workplaces for Millennials, and chosen as the “Market Leader in Incentive Compensation” by CRM magazine. We’re building a culture of success and are looking for motivated professionals to join us!
With Vista’s investment and strategic guidance, we combine the agility of a growth-stage company with the scale, stability, and career opportunities of a global technology network. Our teams are empowered to innovate, collaborate, and build meaningful solutions that drive measurable outcomes for customers worldwide.
Our Employee Value Proposition (EVP)
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.
About the Role – Senior Digital Success Associate
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 resources, and strategic direct interactions to drive onboarding, 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.
What You’ll Do
Drive Scaled Customer Engagement: Manage a high-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.
What We’re Looking For
Must-Have Skills
Experience: 2+ years of customer-facing experience in a SaaS environment (Customer Success, Account Management, or Business Development).
Platform Proficiency: Hands-on experience navigating Salesforce and Customer Success management platforms such as Gainsight.
Communication & Escalation Handling: Excellent written and verbal communication skills with a proven ability to manage high-pressure inbound escalations, non-renewal risks, and compliance requests.
Data-Driven Portfolio Management: Strong organizational and time-management skills to effectively prioritize tasks and proactively manage a large volume of accounts.
Shift Alignment: Ability and willingness to work in an East Coast US-aligned shift.
Good-to-Have Skills
Scaled Programs: Demonstrated experience driving customer retention and growth through scaled or digital customer success programs.
Domain Knowledge: Prior exposure to Sales Performance Management (SPM) or Incentive Compensation Management solutions.
AI & Digital Workflows: Experience utilizing AI tools, automated customer journey workflows, or digital analytics dashboards.
Why Join Xactly
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.
Benefits And Perks
Paid Time Off (PTO)
Comprehensive Health and Accidental Insurance Coverage
Tuition Reimbursement
XactlyFit Gym/Fitness Program Reimbursement
Free snacks onsite (if you work in office)
Generous Employee Referral Program
Free Parking and Subsidized Bus Pass (a go-green initiative!)
Wellness program
Xactly is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.
Be part of something bigger. Build your career with Xactly, powered by Vista.
