Vice President, Customer Success & Experience

The role

This role owns and drives net revenue retention, gross retention, product adoption, and customer lifetime value. The VP will oversee a Customer Success and Experience organization and partner with Sales, Product, and Marketing.

What you will do

• Own distributor retention performance, including retention rate, base value, and churn
• Set and deliver retention targets aligned with company goals
• Oversee post-sale onboarding and upgrade handoffs
• Improve early-tenure retention by accelerating time-to-value
• Lead activation and adoption programs and implement structured success plans
• Track and improve product adoption and engagement
• Develop and operationalize customer health scoring
• Segment risk and prioritize high-value accounts
• Own retention workflows and execute targeted save strategies
• Establish voice-of-customer feedback loops with Product and Marketing

Required qualifications

• Bachelor’s degree required
• 10+ years in Customer Success, Retention, or Account Management
• 5+ years leading teams and owning retention outcomes
• Proven success reducing churn and driving adoption in a recurring revenue model (SaaS, membership, or similar)
• Strong operator who can build scalable processes and lead teams
• Data-driven mindset with experience in health scoring and lifecycle metrics
• Collaborative leader who can partner across Sales, Product, Marketing, and Operations

Nice to have

• MBA or advanced degree

Benefits

• Medical, Dental, and Vision coverage, available on day one of employment
• Paid maternity and paternity/bonding leave (12 weeks paid for birthing/primary parent and 4 weeks paid for secondary parent)
• Parent support group
• 12 weeks of paid daycare for new parents
• Free Health and Wellness programs
• Free 24/7 access to Magellan Employee Assistance Program and Teladoc
• Day one 401(k) with company match
• Paid holidays, floating days, and paid time off (PTO)
• Onsite café
• Starbucks
• 24/7 free gym access and classes
• Onsite daycare

About the company

ASI is the largest global provider of technology B2B services for the $27.7 billion promotional products industry. It has 25,000 clients in 53 countries.