VP, Customer Success

About the Role

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

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.

Requirements

• 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 Metrics

• 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 experience, operational excellence, and long-term company growth.