VP, Customer Success

Overview
Access is seeking a dynamic, strategic Vice President of Customer Success to lead and scale our post-sale customer experience.

This executive will be responsible for driving retention, customer value, adoption, and long-term revenue growth across a diverse and evolving customer base.

This is a high-impact leadership role ideal for someone who thrives in fast-paced environments, brings clarity to complexity, and can build scalable strategies that elevate both customer outcomes and business performance.

What You'll Do

Lead Customer Success Strategy


* 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

Drive Retention & Growth


* 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

Scale Operations & Transformation


* 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

Build & Inspire a High-Performing Team


* 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

What You Bring


* 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.)

Success in This Role


* Improved Net Revenue Retention (NRR) and renewal performance


* Reduced churn through proactive engagement


* Strong customer adoption, satisfaction, and advocacy


* Scalable, data-driven customer success operations


* High-performing, engaged team culture

Why Join Us?

You'll have the opportunity to build a modern Customer Success function that directly impacts customer experienc...