ABOUT XACTLY

Xactly is the global leader in AI-driven Sales Performance Orchestration. We help enterprise organizations align revenue strategy with execution — connecting planning, incentives, and performance in one Intelligent Revenue Platform. Trusted by industry leading companies worldwide, Xactly empowers sales teams to perform at their peak.

THE OPPORTUNITY – Senior Digital Success Associate

Location: India (Shift: 6pm to 2 am ( IST)

Function: Customer Success |

Position Level: Level 2

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 YOU’LL BRING

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 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 Employee Value Proposition (EVP) reflects what we stand for:

• 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: 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: Unifying Sales Performance Management (SPM) and revenue intelligence using over two decades of proprietary pay and performance data, leveraging artificial intelligence and agentic computing to streamline GTM operations and drive predictable growth.

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

OUR VISION: To power the revenue engine of the companies changing the world.

OUR CORE 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.

Xactly is proud to be an Equal Opportunity Employer. Xactly provides 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. This means we believe in celebrating diversity and creating an inclusive workplace environment, where everyone feels valued, heard, and has a sense of belonging. By doing this, everyone in the Xactly family has the power to make a difference and unleash their full potential.

We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.