VP, Customer Success & Experience — Retention & Growth Leader

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

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.