VP, Customer Success

Job Description 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 experience, operational excellence, and long-term company growth. Location(s) 4 First Ave, Peabody , Massachusetts 01960 , United States Pay Range $190,000 - $210,000 All qualified applicants will receive consideration for employment. EEO/AA/Minorities/Females/Disabled/Vet #J-18808-Ljbffr