[Remote] VP, Customer Success

Note: The job is a remote job and is open to candidates in USA. Access is seeking a dynamic, strategic Vice President of Customer Success to lead and scale our post-sale customer experience. This role is responsible for driving retention, customer value, adoption, and long-term revenue growth across a diverse and evolving customer base.

Responsibilities

• Define and execute a customer success vision aligned to retention, growth, and company objectives
• Build scalable engagement models across onboarding, adoption, renewal, and expansion
• Establish customer segmentation, lifecycle management, and health frameworks
• Foster a proactive, customer-first culture focused on measurable impact
• Own key metrics including Net Revenue Retention (NRR), renewals, churn, and adoption
• Partner with Sales to identify expansion opportunities and strengthen lifecycle alignment
• Proactively mitigate risk and improve customer health
• Support executive customer relationships, renewals, and strategic reviews
• Improve operational maturity through analytics, automation, and process optimization
• Partner cross-functionally to enhance systems, reporting, and customer experience
• Leverage data and insights to drive forecasting and decision-making
• Champion digital and AI-enabled customer success initiatives
• Lead, coach, and develop Customer Success leaders and teams
• Establish clear goals, metrics, and career development pathways
• Drive a culture of accountability, collaboration, and continuous improvement
• Lead through change with transparency and strong communication

Skills

• 10+ years of leadership experience in Customer Success, Account Management, or related functions
• Proven success in B2B, SaaS, or recurring revenue environments
• Track record of improving retention, scaling organizations, and driving revenue growth
• Strong business acumen and ability to influence executive stakeholders
• Experience building customer success frameworks, health models, and lifecycle strategies
• Excellent leadership, communication, and analytical skills
• Familiarity with CRM/CS platforms (Salesforce, Gainsight, etc.)

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