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.
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.)
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.