Vice President, Customer Success & Experience
About The Position
ASI is seeking a Vice President, Customer Success & Experience to own and drive net revenue retention (NRR), gross retention, product adoption and customer lifetime value across the business. This role serves as the executive leader of the post-sale customer lifecycle, ensuring customers achieve measurable value, renew at high rates, and expand platform usage over time. Reporting to the Chief Commercial Officer, this role will oversee a structured Customer Success and Experience organization that includes management roles and a team of Customer Success Managers. The VP will partner closely with Sales, Product and Marketing to ensure alignment throughout the customer lifecycle journey.
Requirements
- Bachelor’s degree required; MBA or advanced degree preferred.
- 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 Haves
- MBA or advanced degree preferred.
Responsibilities
- Own distributor retention performance, including retention rate, base value, and churn across listings and revenue.
- Set and deliver retention targets aligned with company goals, driving reductions in churn across all member segments.
- Oversee post-sale onboarding and upgrade handoffs, standardizing kickoff, early engagement, and activation milestones.
- Improve early-tenure retention by accelerating time-to-value.
- Lead activation and adoption programs (including +Stores) and implement structured success plans with clear outcomes, milestones, and communications.
- Track and improve product adoption and engagement.
- Develop and operationalize customer health scoring to identify at-risk members early and trigger proactive interventions.
- Segment risk and prioritize high-value accounts.
- Own retention workflows and execute targeted “save” strategies to improve recovery rates and reduce preventable churn.
- Establish voice-of-customer feedback loops with Product and Marketing, translating insights into improvements across onboarding, adoption, and retention.
- Identify expansion and referral opportunities, partnering on qualified upgrade handoffs and ensuring closed-loop follow-up.
- Lead, develop, and scale a Customer Success and Retention team, defining KPIs, workflows, and performance management practices.
- Build reporting, dashboards, and operating cadence to track and drive retention performance.
Benefits
- Medical, Dental, and Vision coverage, available on day one of employment.
- 12 weeks paid maternity and paternity/bonding leave (12 weeks paid for birthing/primary parent and 4 weeks paid for secondary parent) and a parent support group.
- 12 weeks of paid daycare for new parents (14 weeks at our onsite daycare center, Lots of Love).
- 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).
- Office amenities with onsite café, Starbucks, 24/7 free gym access and classes, onsite daycare, EV charging stations, creative spaces such as our community garden club, music room, art room, and relaxation space.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
