Vice President, Customer Success & Experience

Advertising Specialty Institute; Philadelphia (Philadelphia County); Hybrid; USD 170,000 - 175,000; Full time

Benefits offered by this job

Health benefits

Parental leave

401(k) match

Onsite amenities

Job summary

Advertising Specialty Institute (ASI) seeks a visionary Vice President of Customer Success & Experience to own the post-sale lifecycle, drive net revenue retention, and scale a structured CS organization. You will partner with Sales, Product and Marketing to align onboarding, adoption, and retention programs across all member segments.

The role leads a team of Customer Success Managers, targeting high renewal rates, expanding platform usage, and delivering measurable value to clients worldwide.

Qualifications

• Bachelor's degree required; MBA or advanced degree preferred.
• 10+ years in Customer Success, Retention, or Account Management.
• 5+ years leading teams and owning retention outcomes.
• Proven success reducing churn and driving adoption in a recurring revenue model (SaaS, membership, or similar).
• Strong operator who can build scalable processes and lead teams.
• Data-driven mindset with experience in health scoring and lifecycle metrics.

Responsibilities

• Own distributor retention performance, including retention rate, base value, and churn across listings and revenue.
• Set and deliver retention targets aligned with company goals, driving reductions in churn across all member segments.
• Oversee post-sale onboarding and upgrade handoffs, standardizing kickoff, early engagement, and activation milestones.
• Improve early-tenure retention by accelerating time-to-value.
• Lead activation and adoption programs and implement structured success plans with clear outcomes, milestones, and communications.
• Track and improve product adoption and engagement.
• Develop and operationalize customer health scoring to identify at-risk members early and trigger proactive interventions.
• Establish voice-of-customer feedback loops with Product and Marketing.

Skills

Customer Success

Retention

Account Management

Leadership

Data-driven

Education

Bachelor's degree

MBA or advanced degree

Job description

ASI is the largest global provider of technology B2B services for the $27.7 billion promotional products industry (branding and marketing). With 25,000 clients in 53 countries, our mission is to inspire, inform, and empower our clients' success every step of the way.

ASI currently has a hybrid work model. This position requires in-person attendance at our office on Tuesdays and Wednesdays.

ASI is seeking a Vice President, Customer Success & Experience to own and drive net revenue retention (NRR), gross retention, product adoption and customer lifetime value across the business. This role serves as the executive leader of the post-sale customer lifecycle, ensuring customers achieve measurable value, renew at high rates, and expand platform usage over time.

Reporting to the Chief Commercial Officer, this role will oversee a structured Customer Success and Experience organization that includes management roles and a team of Customer Success Managers. The VP will partner closely with Sales, Product and Marketing to ensure alignment throughout the customer lifecycle journey.

The salary range for this position is $170,000 - $175,000 base with total on-target earnings up to $250,000 based on performance. Individual pay within the range will be based on role-related experience, education, skills, and qualifications.

Responsibilities

• Own distributor retention performance, including retention rate, base value, and churn across listings and revenue.
• Set and deliver retention targets aligned with company goals, driving reductions in churn across all member segments.
• Oversee post-sale onboarding and upgrade handoffs, standardizing kickoff, early engagement, and activation milestones.
• Improve early-tenure retention by accelerating time-to-value.
• Lead activation and adoption programs (including +Stores) and implement structured success plans with clear outcomes, milestones, and communications.
• Track and improve product adoption and engagement.
• Develop and operationalize customer health scoring to identify at-risk members early and trigger proactive interventions.
• Segment risk and prioritize high-value accounts.
• Own retention workflows and execute targeted "save" strategies to improve recovery rates and reduce preventable churn.
• Establish voice-of-customer feedback loops with Product and Marketing, translating insights into improvements across onboarding, adoption, and retention.
• Identify expansion and referral opportunities, partnering on qualified upgrade handoffs and ensuring closed-loop follow-up.
• Lead, develop, and scale a Customer Success and Retention team, defining KPIs, workflows, and performance management practices.
• Build reporting, dashboards, and operating cadence to track and drive retention performance.

Qualifications

• Bachelor's degree required; MBA or advanced degree preferred.
• 10+ years in Customer Success, Retention, or Account Management.
• 5+ years leading teams and owning retention outcomes.
• Proven success reducing churn and driving adoption in a recurring revenue model (SaaS, membership, or similar).
• Strong operator who can build scalable processes and lead teams.
• Data-driven mindset with experience in health scoring and lifecycle metrics.
• Collaborative leader who can partner across Sales, Product, Marketing, and Operations.

ASI Offers Full-time Employees a Comprehensive Benefits Package Including

• Medical, Dental, and Vision coverage, available on day one of employment.
• Paid maternity and paternity/bonding leave (12 weeks paid for birthing/primary parent and 4 weeks paid for secondary parent) and a parent support group.
• 12 weeks of paid daycare for new parents (14 weeks at our onsite daycare center, Lots of Love).
• Free Health and Wellness programs.
• Free 24/7 access to Magellan Employee Assistance Program and Teladoc.
• Day one 401(k) with company match.
• Paid holidays, floating days, and paid time off (PTO).
• Office amenities with onsite café, Starbucks, 24/7 free gym access and classes, onsite daycare, EV charging stations, creative spaces such as our community garden club, music room, art room, and relaxation space.

EOE m/f/d/v. ASI is an equal opportunity employer, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Diversity makes us better. Check out ASI's Diversity and Inclusion Blog Posts.